Job Description: SkyCity Entertainment Group is looking for a motivated Live Chat Manager to join our team in Nelson, NZ. As a mid-to-senior level position, the Live Chat Manager will be responsible for overseeing the day-to-day operations of our live chat support team, ensuring high levels of customer satisfaction and efficiency. Responsibilities:1. Manage a team of live chat agents, providing leadership and guidance to ensure excellent customer service.2. Develop and implement strategies to improve the effectiveness of the live chat support system.3. Monitor chat conversations to ensure quality control and compliance with company policies.4. Analyze chat data and performance metrics to identify trends and make recommendations for improvement.5. Collaborate with other departments to address customer issues and improve overall customer experience.6. Conduct regular training sessions for live chat agents to enhance their skills and knowledge.7. Stay up-to-date on industry trends and best practices in customer service and live chat technology.8. Handle escalated customer inquiries and complaints in a professional and timely manner.9. Assist with scheduling and staffing decisions to ensure adequate coverage for peak hours.10. Continuously strive to improve team performance and productivity through coaching and feedback. Requirements:1. At least 7 years of experience in a customer service or live chat management role.2. Proven track record of success in managing a team and achieving performance goals.3. Strong leadership and communication skills.4. Ability to think critically and problem solve in a fast-paced environment.5. Driven and adaptable personality with a passion for customer service.6. Proficiency in live chat software and CRM systems.7. Bachelor's degree in a related field preferred. Benefits:- Vision insurance- Paid Time Off (PTO)- Profit sharing Working Environment:SkyCity Entertainment Group is committed to promoting work-life balance and employee well-being. We provide a flexible and supportive work environment where employees are encouraged to thrive and succeed. Deadline to apply: ******** Equal Opportunity Statement:SkyCity Entertainment Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. SkyCity Entertainment Group complies with applicable state and local laws governing non-discrimination in employment.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
