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!

For more such jobs please click here!