**Job Title:** Web Chat Manager
**Company:** HD Supply Holdings
**Location:** Indianapolis, Indiana, US
**Job Type:** Full-time
**Seniority Level:** Mid-to-Senior Level
**Experience Required:** 7 years
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### Job Description
HD Supply Holdings is seeking a highly skilled and motivated Web Chat Manager to oversee and enhance our web chat operations. This position is vital in delivering an exceptional customer experience through our digital channels, ensuring that interactions are not only efficient but also engaging. The ideal candidate will possess a robust understanding of customer service dynamics, chat software technologies, and analytics to drive improvements in web chat initiatives.
### Responsibilities
- **Team Leadership and Development:**
- Recruit, train, and mentor a team of web chat agents to provide superior customer service.
- Conduct regular performance evaluations to promote productivity, skill enhancement, and career development.
- Foster a collaborative team environment that encourages innovation and knowledge sharing.
- **Operational Management:**
- Define and implement web chat policies and procedures to ensure efficiency and high-quality service delivery.
- Monitor and analyze chat interactions to identify areas for improvement and implement necessary changes.
- Ensure that all chat inquiries are responded to promptly and effectively, maintaining a response time that meets or exceeds set standards.
- **Strategic Planning and Implementation:**
- Collaborate with cross-functional teams (e.g., marketing, sales, IT) to integrate web chat capabilities with overall business strategies.
- Develop and maintain a roadmap for the evolution of web chat technologies and practices, keeping pace with emerging trends and technologies.
- Analyze metrics and performance indicators to assess the success of chat operations and communicate findings to senior management.
- **Customer Experience Enhancement:**
- Create and implement strategies to enhance the customer journey via chat, ensuring a seamless experience across all digital touchpoints.
- Solicit customer feedback regularly and use findings to adapt and innovate chat offerings.
- Address escalated customer issues through chat channels and find resolutions that align with company policies and customer satisfaction goals.
- **Technology Management:**
- Oversee the selection and implementation of web chat software and tools, ensuring they are optimized for user experience and operational efficiency.
- Stay updated on new technologies and trends in web chat and customer service to keep HD Supply at the forefront of industry standards.
### Requirements
- **Education:** Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
- **Experience:** Minimum 7 years of experience in customer service and online chat operations, with at least 3 years in a managerial role.
- **Technical Skills:**
- Proficiency in web chat software and customer service platforms.
- Strong analytical skills with experience in using data to inform decisions and drive performance improvements.
- Familiarity with CRM systems and effective use of social media for customer engagement is a plus.
- **Personality Traits:**
- Confident in making decisions and leading a team.
- Resourceful in problem-solving and leveraging available tools and information.
- **Soft Skills:**
- Exceptional critical thinking skills to assess situations and make informed decisions swiftly.
- Strong teamwork abilities to foster collaboration and unity within the team and across departments.
### Benefits
- Profit-sharing opportunities
- Employee discounts on products and services
- Generous Paid Time Off (PTO) policy
### Working Environment
At HD Supply, we prioritize quality in all aspects of our work, products, and services. Our team thrives in a culture that values integrity, fosters innovation, and emphasizes teamwork.
### Application Deadline
Please submit your application by October 2, 2024.
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**Equal Opportunity Statement:**
HD Supply Holdings 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 status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
