**Job Title: Web Chat Manager**
**Company:** General Dynamics
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
**Overview:**
General Dynamics is seeking a motivated and skilled Web Chat Manager to join our dynamic team in Washington, D.C. This part-time position is crucial in enhancing customer engagement through our web chat platform. The ideal candidate will possess a blend of managerial expertise and technical acumen, driving improvements in our chat operations to ensure exceptional customer experience.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Oversee a team of chat agents, ensuring efficient staffing and scheduling to meet business needs.
- Coach and mentor team members to enhance their skills in customer engagement and chat communication.
- Foster a positive work environment by promoting team collaboration and professional growth.
2. **Web Chat Strategy Development:**
- Develop and implement strategies to optimize web chat interactions and engagement rates.
- Analyze data and performance metrics to identify trends and areas for improvement, making data-driven recommendations.
3. **Customer Interaction Oversight:**
- Monitor live chat interactions for quality assurance, ensuring adherence to communication protocols.
- Conduct regular reviews of chat logs to assess agent performance and provide constructive feedback.
4. **Collaboration and Cross-Functional Communication:**
- Collaborate with marketing, sales, and customer service teams to align chat initiatives with broader company goals.
- Liaise with IT and technical teams to address and resolve technical issues related to the web chat platform.
5. **Training and Development:**
- Design and execute training programs for new hires on chat best practices and tools utilized within the web chat system.
- Stay updated on industry trends and advancements in chat technology to inform training content and team development.
6. **Customer Experience Enhancement:**
- Gather and evaluate customer feedback to identify opportunities for improving the chat experience.
- Develop and maintain FAQ and knowledge base resources to empower chat agents in providing accurate information.
7. **Reporting and Analysis:**
- Generate and present performance reports that detail team achievements and areas needing attention.
- Use analytics to constructively inform management and stakeholders on operational efficiency and customer satisfaction levels.
**Requirements:**
**Education and Experience:**
- Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
- A minimum of 6 years of experience in customer service, digital engagement, or related fields, with 3 years in a supervisory role.
**Technical Skills:**
- Proficient in web chat software and CRM systems.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Experience with performance monitoring tools and customer engagement metrics.
**Personality Traits:**
- **Reliable:** A dependable individual who consistently meets deadlines and goals.
- **Adaptable:** Ability to acclimate to changing priorities and operate effectively in a dynamic work environment.
**Soft Skills:**
- **Critical Thinking:** Capable of analyzing situations and making sound decisions based on available information.
- **Leadership:** Demonstrated ability to inspire and lead a team toward achieving collective objectives.
**Benefits:**
- Comprehensive gym membership program to promote physical wellness.
- Retirement plan to secure your financial future.
- Profit-sharing opportunities to reward you for your contributions to the company's success.
**Working Environment:**
At General Dynamics, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe in fostering an environment where every team member can thrive and contribute to our collective success.
**Application Deadline:**
Please submit your application by October 6, 2024.
**Equal Opportunity Statement:**
General Dynamics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
