**Job Title:** Online Live Chat Manager
**Company:** Olivia
**Location:** Pasig, NCR, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**About Olivia:**
At Olivia, we are committed to leveraging technology to drive innovation and enhance efficiency in our operations. As a company that values a collaborative culture, we are on a mission to provide exceptional service to our clients while nurturing an engaging working environment for our team members.
### Job Description:
We are seeking a motivated and driven Online Live Chat Manager to join our dynamic team on a part-time basis. This mid-to-senior level role will be pivotal in overseeing our live chat operations, ensuring high-quality customer service while utilizing technological tools to streamline workflows and enhance user experience. The ideal candidate will bring a wealth of experience in online customer engagement and team management.
### Responsibilities:
- **Team Leadership:**
- Manage and supervise a team of live chat agents to ensure adherence to service quality standards and customer engagement protocols.
- Conduct regular performance evaluations, provide constructive feedback, and implement initiative training programs to enhance the team's performance.
- Foster a positive team environment that inspires motivation and drives high levels of engagement among team members.
- **Operational Excellence:**
- Develop and implement effective live chat strategies to achieve key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Monitor live chat interactions, analyze customer queries for trends, and establish protocols to optimize response frameworks.
- Collaborate with cross-functional teams to streamline processes and improve the overall customer experience.
- **Customer Interaction:**
- Serve as an escalation point for high-complexity customer inquiries and ensure timely resolution and follow-up.
- Analyze customer feedback for actionable insights and work on strategies to enhance customer satisfaction and loyalty.
- Maintain a strong understanding of product offerings and provide support to agents as third-level assistance when required.
- **Analytics & Reporting:**
- Utilize data analysis to evaluate team performance, identify areas for improvement, and recommend strategic changes where needed.
- Prepare and present detailed reports on live chat metrics to upper management, highlighting opportunities for growth and development.
- Stay abreast of trends in live chat technology and customer service techniques to integrate best practices into daily operations.
### Requirements:
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 7 years of experience in online customer service, with at least 3 years in a leadership role managing live chat or customer engagement teams.
- Strong analytical skills to interpret data, identify trends, and develop actionable strategies.
- Excellent people management abilities with a track record of fostering high-performing teams and driving employee engagement.
- Highly motivated and driven individual, with a passion for delivering outstanding customer service.
- Strong communication skills, both verbal and written, with the ability to effectively collaborate and present ideas to various stakeholders.
- Proficiency in live chat software and customer relationship management (CRM) tools; experience with performance analytics software is a plus.
- Ability to thrive in a remote-friendly, fast-paced environment where technology is at the forefront.
### Benefits:
- Parental leave
- Life insurance coverage
- Paid overtime
**Working Environment:**
Join a forward-thinking company where technology is harnessed to drive innovation and efficiency. We pride ourselves on a supportive work culture that promotes personal and professional growth while delivering exceptional service to our clients.
**Application Deadline:**
Please submit your application by October 22, 2024.
**Equal Opportunity Statement:**
Olivia is an equal opportunity employer. We celebrate diversity and are committed to creating anHow to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.