**Job Title: Chat Support Manager**
**Company: Sanmina**
**Location: Houston, Texas, US**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7**
**About Sanmina:**
Sanmina is a leading global provider of integrated manufacturing solutions, technology design, and engineering services that support various industries. We are committed to delivering innovative solutions while fostering a collaborative and inclusive work environment.
**Position Overview:**
We are seeking a skilled and enthusiastic Chat Support Manager to lead our customer support chat operations. This individual will be pivotal in enhancing customer satisfaction and ensuring the quality and efficiency of our chat support services. The ideal candidate will possess a proven track record in chat management and customer support, combined with excellent leadership abilities. This is a dynamic part-time position requiring adaptability and proactive strategies to meet our customers' evolving needs.
**Key Responsibilities:**
- **Team Leadership:**
- Hire, train, and manage a team of chat support representatives, providing ongoing coaching and performance evaluations.
- Develop and implement training programs aimed at improving the skills and efficiency of team members.
- Foster a positive and motivating work environment that encourages team collaboration and knowledge sharing.
- **Operational Management:**
- Oversee daily chat operations, ensuring timely responses to customer inquiries and issues.
- Establish and monitor KPIs related to chat performance and customer satisfaction; take proactive measures to address any trends or challenges.
- Develop strategies to enhance productivity and reduce response times while maintaining high-quality customer interactions.
- **Customer Interaction Optimization:**
- Regularly review chat transcripts to identify areas for improvement and ensure adherence to company policies and quality standards.
- Implement feedback mechanisms to capture customer experiences and expectations, using insights to refine processes and training.
- Collaborate with cross-functional teams to troubleshoot customer-reported issues and enhance product offerings.
- **Strategic Planning:**
- Create and execute a long-term vision and strategy for chat support, identifying opportunities for technology enhancement and service expansion.
- Analyze customer interaction data to identify trends and make informed decisions on resource allocation and service improvements.
- **Reporting and Analysis:**
- Prepare recurring reports on chat support metrics and present findings to senior management, offering recommendations based on performance data.
- Monitor industry trends and best practices in chat support, implementing relevant strategies to keep Sanmina at the forefront of customer service excellence.
**Requirements:**
- Minimum of 7 years of experience in customer support management, with significant experience specifically in chat support services.
- Bachelor's degree in Business Administration, Communication, or a related field is preferred.
- Proficiency in chat support software and CRM systems is required; experience with [specific software] is a plus.
- Demonstrated ability to lead and inspire a team, exemplifying adaptability and reliability in a fast-paced work environment.
- Strong attention to detail, enabling the delivery of consistent, high-quality support while managing multiple priorities.
- Excellent strategic planning skills to develop and execute effective chat support strategies that align with company goals.
- Outstanding communication abilities, both written and verbal, with a capacity to engage with diverse customer demographics.
- Proven problem-solving skills and a proactive mindset, with the ability to assess situations critically and make informed decisions.
**Benefits:**
- Comprehensive medical coverage.
- Employee discounts on products and services.
- Opportunities for travel within the scope of your role.
**Working Environment:**
At Sanmina, we encourage a spirit of exploration and the willingness to take calculated risks for personal and professional growth. Our collaborative culture is dedicated to every employee's success, and we believe that diverse perspectives foster innovation and creativity.
**Application Deadline:**
All applications must be submitted by **October 17, 2024**.
**Equal Opportunity Statement:**
Sanmina is an equal opportunity employer committed to a diverse and inclusive workplace. We celebrate and welcome individuals from all backgrounds, experiences, and perspectives. All employment decisions at Sanmina are based on merit, qualifications, and business needs.
If you are a motivated professional with a passion for customer service and team leadership, we invite you to apply for this exciting opportunity to help shape the future of chat support at Sanmina!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
