Remote Live Chat Manager

Remote, USA Full-time Posted 2025-03-12

Manage a team of remote live chat agents to ensure exceptional customer service and satisfaction
Monitor live chat conversations to provide feedback and coaching to agents
Develop and implement strategies to improve efficiency and effectiveness of live chat operations
Collaborate with other departments to address customer issues and provide solutions
Analyze data and performance metrics to make data-driven decisions
Train new agents on live chat software and best practices
Take escalated customer inquiries and provide resolutions in a timely manner
Energetic and dedicated personality
Strong communication and organizational skills
Experience in project management
Excellent critical thinking skills
Ability to work independently and as part of a team
Proficiency in Microsoft Office Suite and live chat software
High school diploma or equivalent, Bachelor's degree preferred
Employee discounts on Xcel Energy products and services
Paid overtime for hours worked beyond standard shift
Profit sharing opportunities for eligible employees