**Job Title:** Live Chat Manager
**Company:** Jacobs Engineering Group
**Location:** Houston, Texas, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
### **Company Overview:**
Jacobs Engineering Group is a global leader in delivering solutions for a sustainable world. We embrace creativity and innovation, providing our team with opportunities to unleash their potential and contribute to impactful projects across various sectors.
### **Job Overview:**
As a Live Chat Manager at Jacobs Engineering Group, you will be responsible for overseeing and enhancing our live chat support services. You will lead a team of chat support specialists, ensuring that our clients receive timely and effective assistance. The ideal candidate will possess a strong background in customer service, have excellent communication skills, and be passionate about delivering exceptional client experiences.
### **Key Responsibilities:**
- **Team Leadership:** Supervise and mentor a team of live chat support specialists, facilitating training and performance evaluations to enhance team effectiveness.
- **Operational Management:** Manage the daily operation of the live chat services, including staffing, scheduling, and workflow optimization.
- **Quality Assurance:** Monitor live chat interactions to ensure compliance with company standards, implement quality control processes, and provide constructive feedback to team members.
- **Client Interaction:** Serve as an escalation point for complex inquiries or issues, ensuring prompt and satisfactory resolutions for clients.
- **Performance Analysis:** Utilize data analytics to assess team performance and effectiveness, developing strategies to improve key performance indicators (KPIs) and overall customer satisfaction.
- **Process Improvement:** Collaborate with the customer service and IT teams to identify opportunities for process improvements and technology enhancements to streamline operations.
- **Reporting:** Generate and present regular reports on live chat performance metrics to senior management, highlighting areas for success as well as opportunities for growth.
- **Training Development:** Design and implement comprehensive training programs for new hire onboarding and continuous development of existing team members.
- **Best Practices:** Stay updated with industry trends and best practices in customer service and live chat management to keep the company competitive in the market.
### **Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** A minimum of 6 years of relevant experience in customer service or live chat management, with at least 2 years in a leadership role.
- **Technical Skills:** Proficiency in live chat software, CRM tools, and basic data analysis tools. Familiarity with HTML/CSS and basic web technologies is preferred.
- **Soft Skills:**
- Strong time management skills to prioritize tasks effectively and meet tight deadlines.
- Excellent people management skills with the ability to inspire and motivate a diverse team.
- Exceptional verbal and written communication skills, with the ability to convey information clearly to both clients and team members.
- **Personality Traits:**
- Reliable with a strong commitment to team and client success.
- Confident in decision-making and ability to handle difficult situations with poise.
### **Benefits:**
- Vision insurance
- Visa sponsorship for eligible candidates
- Paid overtime
### **Working Environment:**
At Jacobs Engineering Group, we encourage you to unleash your creativity in a collaborative setting that celebrates and nurtures innovation. You will play a vital role in shaping the customer journey and enhancing operational efficiency, contributing to our overall mission of creating a sustainable future.
### **Application Deadline:**
Please submit your application by October 19, 2024.
### **Equal Opportunity Statement:**
Jacobs Engineering Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, and we do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other characteristic protected by law.
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We look forward to receiving your application and exploring how you can contribute to our dynamic team at Jacobs Engineering Group!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
