Job Description:
TIAA is seeking a talented and experienced Live Chat Manager to join our team on a part-time basis, working remotely from Indianapolis, Indiana. The ideal candidate will have at least 7 years of relevant experience and possess a strong work ethic, reliability, leadership skills, and strategic planning abilities.
Responsibilities:- Manage a team of live chat agents, providing guidance, support, and feedback to ensure high performance and customer satisfaction- Develop and implement strategies to optimize live chat operations and drive continuous improvement- Monitor chat conversations to ensure quality, accuracy, and compliance with company policies and procedures- Collaborate with other departments to resolve customer issues and improve overall service delivery- Analyze performance metrics and generate reports to track progress and identify areas for improvement- Stay current on industry trends and best practices, making recommendations for enhancements to the live chat platform- Handle escalated customer inquiries and complaints in a timely and professional manner
Requirements:- 7+ years of experience in a customer service or contact center environment, with at least 3 years in a supervisory or managerial role- Proven track record of meeting or exceeding KPIs related to chat response times, resolution rates, and customer satisfaction scores- Strong leadership skills with the ability to motivate and develop a team- Excellent communication and interpersonal skills, with a customer-centric mindset- Proficiency in Microsoft Office applications and live chat software- Bachelor's degree in Business Administration or a related field (preferred)
Personality Traits:- Hardworking: Willing to go above and beyond to deliver exceptional service- Reliable: Consistently meets deadlines and delivers on commitments
Soft Skills:- Leadership: Ability to inspire and influence others to achieve common goals- Strategic Planning: Capable of anticipating future trends and developing long-term plans
Benefits:- Paid Time Off (PTO)- Travel & spending expenses- Training & professional development opportunities
Working Environment:At TIAA, we offer a dynamic workplace that values teamwork, fosters innovation, and celebrates shared success. Join our team and contribute to our mission of helping people achieve financial security and peace of mind.
Equal Opportunity Statement:TIAA is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing equal opportunities for all employees and applicants.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
