**Job Title:** Live Chat Manager
**Company:** Walmart
**Location:** Phoenix, Arizona, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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### **Job Description:**
Walmart is seeking a passionate and motivated Live Chat Manager to join our Customer Service team in Phoenix, Arizona. In this part-time role, you will be at the forefront of our efforts to enhance customer experience through engaging, efficient, and empathetic management of live chat communications. You will lead a team responsible for answering customer inquiries, resolving issues, and providing product information while promoting a culture of diversity and inclusivity.
### **Key Responsibilities:**
- **Team Management:** Supervise and mentor a team of live chat agents, ensuring effective communication and collaboration while fostering a positive and inclusive work environment.
- **Performance Monitoring:** Analyze live chat performance metrics to evaluate agent productivity, customer satisfaction, and adherence to company policies. Provide regular feedback and conduct performance reviews.
- **Customer Interaction:** Handle complex or escalated customer inquiries via live chat, addressing issues with professionalism and empathy. Ensure that all interactions reflect Walmart's commitment to customer service excellence.
- **Training and Development:** Design and implement training programs for new agents and ongoing development workshops for existing team members. Ensure all agents are equipped with the necessary skills and knowledge.
- **Quality Assurance:** Conduct regular quality assessments of live chat interactions. Develop strategies to improve service delivery and increase customer satisfaction ratings.
- **Resource Management:** Efficiently allocate resources during peak hours to maintain service levels. Ensure that team members are knowledgeable about promotions, policies, and product information.
- **Reporting and Analysis:** Generate and present reports on chat volume, response times, customer satisfaction, and team performance to upper management. Utilize data analysis to identify trends and optimize workflows.
- **Feedback Loop:** Collaborate with other departments, such as marketing and product development, to relay customer feedback and insight derived from chat interactions.
- **Diversity and Inclusivity Initiatives:** Actively contribute to creating a culture of belonging within the team. Promote practices that celebrate diversity in hiring, career growth, and workplace engagement.
### **Requirements:**
**Experience and Education:**
- A minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role related to live chat/customer support.
- Bachelor's degree in Communications, Business Administration, or a related field is preferred but not mandatory.
**Personality Traits:**
- **Confident:** You display self-assurance in decision-making and communication with both customers and team members.
- **Resourceful:** You showcase the ability to think critically and develop effective solutions to customer and team issues promptly.
**Soft Skills:**
- **Persuasion:** Strong ability to influence customer decisions, encouraging loyalty and repeat business through effective communication.
- **Emotional Intelligence:** Demonstrated awareness and sensitivity to the emotions of customers and team members, enhancing interpersonal relationships and conflict resolution.
**Technical Skills:**
- Proficiency with live chat software and customer relationship management (CRM) tools.
- Adept in using data analytics and reporting tools to inform decisions.
**Other Requirements:**
- Flexible schedule availability, including evenings and weekends.
- Strong written communication skills, capable of conveying complex information in a clear and engaging manner.
- Ability to maintain a positive attitude in high-pressure situations.
### **Benefits:**
- Travel opportunities for training and conferences.
- Company-provided equipment to facilitate remote work.
- Life insurance coverage.
### **Working Environment:**
At Walmart, we believe in creating a diverse and inclusive atmosphere, where every team member feels a sense of belonging. As a Live Chat Manager, you will help pave the way for diversity and inclusivity by leading initiatives that promote equity and support for all team members.
### **Application Deadline:**
Please submit your application by **October 22, 2024**.
### **Equal Opportunity Statement:**
Walmart 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, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
