**Job Title:** Live Chat Manager
**Company:** Omnicom Group
**Location:** Denver, Colorado, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 5
**Job Description:**
Omnicom Group is seeking a dynamic and detail-oriented Live Chat Manager to join our innovative team. This part-time position requires a self-motivated individual who can effectively manage and enhance our live chat operations to provide exceptional customer service while driving business objectives. This role involves overseeing chat operations, developing team performance, and analyzing chat metrics to ensure a seamless customer experience.
**Key Responsibilities:**
1. **Manage Live Chat Operations:**
- Oversee day-to-day live chat operations, ensuring high service quality and timely responses.
- Monitor chat traffic patterns and strategize accordingly to optimize staffing and response times.
- Collaborate with customer service representatives to fulfill inquiries, resolve issues, and convert leads.
2. **Team Leadership and Development:**
- Train and mentor the live chat team, ensuring they are knowledgeable about products, services, and systems.
- Establish performance metrics and goals for team members, conducting regular performance reviews and feedback sessions.
- Foster a positive working environment that encourages communication, collaboration, and professional growth.
3. **Analysis and Reporting:**
- Analyze chat metrics and customer feedback to identify trends, opportunities for improvement, and areas of success.
- Develop reports and presentations to share insights with senior management, proposing actionable strategies for improvement.
- Implement data-driven decisions to optimize chat response quality and customer satisfaction.
4. **Strategic Planning:**
- Collaborate with marketing and sales teams to align chat strategies with broader business goals.
- Identify and implement best practices and industry standards to improve live chat effectiveness.
- Stay updated with the latest technology and tools to enhance the live chat experience.
5. **Cross-Functional Collaboration:**
- Liaise with IT and customer service departments to troubleshoot technical issues promptly.
- Work closely with product teams to stay informed about new product launches, features, and promotions, ensuring the team is prepared to address customer inquiries.
**Requirements:**
1. **Education & Experience:**
- Bachelor's degree in Communication, Marketing, Business, or a related field preferred.
- Minimum of 5 years of experience in customer service, with a focus on live chat management or support roles.
- Proven track record of effectively managing a team in a customer-centric environment.
2. **Technical Skills:**
- Familiarity with live chat software and customer relationship management (CRM) tools.
- Proficient in data analysis and performance tracking using relevant software.
3. **Personality Traits:**
- Resourceful: Ability to solve problems creatively and efficiently.
- Driven: Demonstrated passion for achieving goals and continuous improvement.
4. **Soft Skills:**
- Strong analytical skills: Capability to interpret data and provide actionable insights.
- Leadership: Proven ability to inspire and lead a team towards achieving performance goals.
**Benefits:**
- Retirement plan
- Disability insurance
- Employee discounts
**Working Environment:**
At Omnicom Group, we operate in a globally connected team that transcends borders and promotes collaboration across various geographies. We embrace diversity and foster an inclusive workplace, where innovative thinking and shared ideas are valued.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Omnicom Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
