**Job Title:** Remote Live Chat Manager
**Company:** SunTrust Banks
**Location:** Phoenix, Arizona, US (Remote)
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
SunTrust Banks is seeking a dedicated and experienced Remote Live Chat Manager to oversee our customer support live chat team. This role requires a proactive leader who can ensure exceptional customer service through timely and effective communication. The ideal candidate will possess strong management skills, a customer-first mindset, and the ability to inspire their team to continuously improve the customer experience.
**Responsibilities:**
- **Team Leadership:** Manage and mentor a remote team of live chat agents, fostering a culture of high performance and accountability.
- **Performance Monitoring:** Analyze chat interactions and team performance metrics to identify areas for improvement and implement action plans to enhance service quality and team productivity.
- **Customer Experience Management:** Ensure the chat team delivers exceptional service to customers by resolving inquiries promptly and effectively while maintaining a high level of professionalism.
- **Training & Development:** Develop training and onboarding programs for new team members, while continually providing ongoing training to existing staff to enhance their skills and knowledge.
- **Collaboration:** Work closely with other departments, including IT, marketing, and customer service, to streamline processes, provide feedback on customer trends, and develop solutions to improve customer satisfaction.
- **Technology Utilization:** Utilize live chat technology and tools to monitor real-time chat interactions and make necessary adjustments to improve response times and service delivery.
- **Customer Insights:** Gather and analyze customer feedback through chat interactions and report findings to upper management, proposing actionable improvements based on data insights.
- **Strategic Planning:** Participate in strategic planning sessions to align live chat services with company goals and customer expectations, advocating for the necessary resources to achieve those objectives.
- **Crisis Management:** Develop and implement effective strategies for managing customer complaints and issues that arise via live chat to ensure swift resolution and minimal impact on customer satisfaction.
- **Continuous Improvement:** Stay updated on industry trends, best practices, and emerging technologies in live chat services, implementing innovative strategies to enhance our live chat offerings.
**Requirements:**
- **Experience:** Minimum of 8 years in customer service, with at least 3 years in a managerial role overseeing live chat or similar customer support teams.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Technical Proficiency:** Familiarity with live chat software and customer relationship management (CRM) platforms.
- **Personality Traits:** Confident and hardworking with a determination to lead a high-performing team.
- **Soft Skills:** Strong decision-making abilities and a collaborative approach to working with other team leads and departments.
- **Customer Focus:** Passion for providing outstanding customer service and improving the customer experience.
**Benefits:**
- Paid overtime
- Free food
- Life insurance
**Working Environment:**
At SunTrust Banks, we emphasize a working environment that encourages continuous learning and adaptation to stay ahead in a rapidly changing world. You will be given the tools and opportunities necessary to enhance your skills and contribute to our evolving customer support strategies while working with a dynamic team.
**Application Deadline:**
Please submit your application by September 24, 2024.
**Equal Opportunity Statement:**
SunTrust Banks 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, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
