Online Chat Support Manager
Job Description:
UnitedHealth Group is seeking an experienced Online Chat Support Manager to join our team in Fort Worth, Texas. As the Online Chat Support Manager, you will be responsible for overseeing a team of online chat support agents, ensuring the delivery of high-quality customer service and support to our online users...
- Responsibilities:
- Manage a team of online chat support agents, providing coaching, training, and feedback to ensure they meet performance targets
- Monitor online chat queues to ensure timely responses to customer inquiries
- Analyze chat transcripts and customer feedback to identify trends and areas for improvement
- Develop and implement strategies to improve the overall customer experience and satisfaction
- Work closely with other departments to address customer issues and escalate as needed
- Maintain up-to-date knowledge of products, services, and industry trends
- Lead by example, demonstrating a strong work ethic and a commitment to excellence
- Drive team performance through effective goal-setting, motivation, and recognition
- Collaborate with other managers to optimize resources and streamline processes
- Requirements:
- Bachelor's degree in business, communications, or a related field
- 5 years of experience in online chat support or customer service
- Strong leadership skills and the ability to motivate and inspire a team
- Excellent communication and interpersonal skills
- Proven track record of delivering high-quality customer service
- Ability to work effectively under pressure and meet tight deadlines
- Experience with customer relationship management (CRM) software is a plus
- Hardworking and reliable with a strong attention to detail
- Critical thinking skills and the ability to solve complex problems
- Team player who thrives in a collaborative environment
- Benefits:
- Travel and spending expenses covered
- Relocation allowance for eligible candidates
- Parental leave for new parents
- Competitive salary and benefits package
- Opportunity for career growth and advancement within the company
Working Environment:
At UnitedHealth Group, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that our differences make us stronger and that by working together, we can achieve great things.
Equal Opportunity Statement:
UnitedHealth Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law.
How to apply:
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