**Job Title: Live Chat Manager - Remote Work**
**Company: Phillips 66**
**Location: San Jose, California, US**
**Job Type: Full-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
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### **Job Description**
Phillips 66 is seeking a driven and experienced **Live Chat Manager** to join our dynamic customer service team. This role is critical in ensuring our customers receive exceptional service through live chat, enhancing their experience with our brand and driving customer loyalty. The ideal candidate will possess a unique blend of leadership, innovative thinking, and the passion to take our live chat operations to the next level.
### **Key Responsibilities**
- **Team Leadership:**
- Lead a team of live chat agents, providing training, support, and performance management to ensure the highest levels of customer service.
- Foster a positive and productive team environment that encourages creativity, accountability, and open communication.
- **Operational Management:**
- Oversee daily live chat operations, ensuring effective monitoring and response times to maintain service quality.
- Analyze live chat metrics and customer feedback to identify areas for improvement and implement strategies to enhance performance.
- **Strategy Development:**
- Develop and execute innovative strategies for optimizing live chat interactions, ensuring alignment with company goals and customer needs.
- Collaborate with other departments to integrate live chat support with overall customer service and operational strategies.
- **Quality Assurance:**
- Establish and maintain quality control processes to ensure chat interactions meet defined standards of service excellence.
- Conduct regular audits of live chat transcripts to ensure compliance with company policies and to identify areas for agent training and development.
- **Customer Engagement:**
- Utilize strong communication skills to engage effectively with customers, resolving inquiries and issues promptly and professionally.
- Build strong relationships with customers through authentic and personalized interactions, focusing on customer retention and satisfaction.
- **Reporting and Analysis:**
- Prepare detailed reports on live chat performance, summarizing key metrics, customer feedback, and operational efficiencies.
- Translate data analysis into actionable insights to streamline processes, improved customer interactions, and optimize team performance.
### **Requirements**
- **Education & Experience:**
- Bachelor's degree in Business, Communications, or a related field. Equivalent experience will be considered.
- A minimum of 6 years of experience in customer service, with at least 3 years in a leadership role, specifically managing live chat or similar support functions.
- **Technical Skills:**
- Proficiency in customer service software and technology, including live chat platforms and CRM systems.
- Strong analytical skills with the ability to interpret data and create actionable plans for improvement.
- **Personal Traits:**
- Energetic and enthusiastic personality with a dedication to providing outstanding customer service.
- A hardworking professional who thrives in a fast-paced, changing environment.
- **Soft Skills:**
- Exceptional time management skills, with the ability to prioritize tasks effectively in a dynamic setting.
- Innovative thinker with a passion for developing new ideas and solutions to enhance live chat operations.
### **Benefits**
- **Joining Bonus:** Competitive signing bonuses available for eligible candidates.
- **Profit Sharing:** Participate in Phillips 66's profit-sharing program.
- **Parental Leave:** Access to generous parental leave policies to support work-life balance.
### **Working Environment**
At Phillips 66, we embrace change and encourage resilience. Our culture thrives on accountability, collaboration, and the continuous pursuit of improvement. Join us and contribute to an environment where innovation and teamwork flourish.
### **Equal Opportunity Statement**
Phillips 66 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.
### **Application Deadline**
Please submit your application by **October 4, 2024**. We look forward to meeting candidates who are ready to make a significant impact as a Live Chat Manager at Phillips 66!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
