As the Web Chat Manager at Massachusetts Mutual Life Insurance, you will be responsible for overseeing and managing all aspects of our web chat operations. This is a remote, part-time position based in Columbus, Ohio, with potential for advancement to a full-time role.
Responsibilities:1. Manage a team of web chat agents, providing leadership, guidance, and support to ensure high-quality customer service.2. Monitor chat conversations to ensure compliance with company policies and procedures.3. Develop and implement strategies to improve chat efficiency and effectiveness.4. Analyze chat data and performance metrics to identify trends and areas for improvement.5. Collaborate with other departments to identify opportunities for cross-functional collaboration and improvement.6. Train new agents on chat protocols, software systems, and customer service best practices.7. Handle escalated customer issues and provide resolution in a timely and professional manner.8. Stay up-to-date on industry trends and best practices to continuously improve chat operations.
Requirements:1. Bachelor's degree in Business Administration, Communications, or a related field.2. Minimum of 5 years of experience in customer service or chat operations.3. Excellent communication and interpersonal skills.4. Strong leadership abilities and the ability to motivate and inspire a team.5. Dedication to hard work and a strong work ethic.6. Negotiation skills and attention to detail.7. Ability to work independently and remotely.8. Proficiency in Microsoft Office and chat software platforms.
Benefits:1. Training & professional development opportunities to enhance your skills and knowledge.2. Gym membership reimbursement to promote a healthy and active lifestyle.3. Company transportation assistance for work-related travel.
Working Environment:At Massachusetts Mutual Life Insurance, we believe in cultivating leaders who foster inclusivity and mentorship. Our goal is to create a positive and supportive work environment where all employees can thrive and grow.
Deadline to Apply:Please submit your application by May 6, 2024.
Equal Opportunity Statement:Massachusetts Mutual Life Insurance is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status in accordance with applicable federal, state, and local laws.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
