Chat Support Manager - Work from home

• *Job Title: Chat Support Manager - Work from Home** • *Company: Comcast** • *Location: Columbus, Ohio, US... • *Job Type: Part-Time** • *Seniority: Mid-to-Senior Level** • *Years of Experience: 6** • *Job Overview:** Comcast is seeking a dedicated and experienced Chat Support Manager to join our dynamic customer service team. This part-time position, based in Columbus, Ohio, offers the flexibility of remote work and allows you to play a crucial role in delivering exceptional customer support through chat channels. The ideal candidate will possess a strong background in managing chat support teams, excellent leadership abilities, and a deep commitment to creating a positive customer experience. • *Key Responsibilities:** - **Team Leadership:** Lead, mentor, and develop a high-performing team of chat support agents. Foster a positive work environment that encourages collaboration, resilience, and effective communication. - **Performance Management:** Monitor team performance metrics and individual agent KPIs. Provide regular coaching, feedback, and support to ensure high-quality service delivery. - **Operational Excellence:** Oversee day-to-day chat operations, ensuring timely and efficient resolution of customer inquiries. Implement best practices and standard operating procedures to optimize service excellence. - **Customer Engagement:** Analyze chat interactions to identify trends, patterns, and areas for improvement. Use this data to enhance customer satisfaction and agent performance. - **Training and Development:** Design and deliver training programs for new hires and existing team members to improve product knowledge, service techniques, and customer engagement skills. - **Quality Assurance:** Conduct regular reviews of chat transcripts and interactions to assess quality of responses and adherence to company policies and procedures. Implement corrective measures as needed. - **Collaboration:** Work closely with other departments, including sales and technical support, to resolve complex customer issues and provide consistent information across all channels. - **Feedback Loop:** Collect and analyze customer feedback on chat interactions to identify opportunities for improvement and communicate findings to upper management. - **Community Initiatives:** Participate in Comcast’s corporate social responsibility initiatives, promoting community engagement and involvement among team members. - **Expense Management:** Manage travel and spending expenses effectively, ensuring compliance with company policies. • *Requirements:** - **Experience:** A minimum of 6 years in customer service management, with at least 3 years specifically in chat support or digital customer experience. - **Resilience:** Ability to thrive in a fast-paced environment, adapting to changing situations while maintaining a positive attitude. - **Work Ethic:** Strong commitment to hard work, initiating solutions to improve overall team performance and customer satisfaction. - **Leadership Skills:** Proven track record of developing and leading high-performing teams. Ability to inspire and motivate team members to achieve their best. - **People Management:** Experience in managing diverse teams, providing guidance, support, and conflict resolution as necessary. - **Soft Skills:** Excellent interpersonal and communication skills with a strong focus on customer engagement and relationship building. - **Technical Skills:** Proficient in using chat support software and other customer relationship management (CRM) tools. Familiarity with data analysis tools to track performance metrics is a plus. • *Benefits:** - Employee discounts on Comcast services and products. - Opportunities for travel and career development. - Coverage for travel and work-related expenses. • *Working Environment:** At Comcast, we value giving back to the community and actively engage in corporate social responsibility initiatives. Our team is committed to making a positive impact and contributing to the well-being of those around us. • *Deadline to Apply:** November 3, 2024 • *Equal Opportunity Statement:** Comcast is an Equal Opportunity Employer that values diversity and inclusion in the workplace. We welcome applicants from all backgrounds and walks of life to apply and join a company committed to fostering a diverse workforce. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. Original job Chat Support Manager - Work from home posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs Apply Job!