Experienced Remote Live Chat Manager - Customer Service Leadership & Operational Excellence

Unlock Your Career Potential as a Remote Live Chat Manager at Xcel Energy Are you a seasoned customer service professional looking for a challenging and rewarding role that offers flexibility and career growth? Do you have a passion for leading high-performing teams and driving operational excellence? If so, we have an exciting opportunity for you to join Xcel Energy as a Remote Live Chat Manager. Xcel Energy is a leading energy company that serves millions of customers across the United States. We're committed to providing exceptional customer service and innovative energy solutions that meet the evolving needs of our customers. As a Remote Live Chat Manager, you will play a critical role in ensuring that our customers receive the best possible experience through our live chat channel. About the Role As a Remote Live Chat Manager, you will be responsible for leading a team of remote live chat agents to deliver exceptional customer service and satisfaction. You will monitor live chat conversations, provide feedback and coaching to agents, and develop strategies to improve the efficiency and effectiveness of live chat operations. You will also collaborate with other departments to address customer issues and provide solutions, analyze data and performance metrics to make data-driven decisions, and train new agents on live chat software and best practices. Key Responsibilities 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, and identify opportunities for improvement Develop and implement strategies to improve the efficiency and effectiveness of live chat operations, including process improvements and technology enhancements Collaborate with other departments, such as customer service, operations, and IT, to address customer issues and provide solutions Analyze data and performance metrics to make data-driven decisions, identify trends, and optimize live chat operations Train new agents on live chat software and best practices, and provide ongoing coaching and development to ensure agent success Take escalated customer inquiries and provide resolutions in a timely and professional manner Essential Qualifications To be successful in this role, you will need to have: At least 7 years of experience in a similar role, preferably in a customer service or contact center environment A strong track record of leadership and team management, with experience in managing remote teams Excellent communication and organizational skills, with the ability to prioritize multiple tasks and projects Experience in project management, with the ability to develop and implement process improvements and technology enhancements Strong critical thinking skills, with the ability to analyze data and make data-driven decisions Proficiency in Microsoft Office Suite and live chat software, with the ability to learn new technologies quickly A high school diploma or equivalent, with a Bachelor's degree preferred Preferred Qualifications While not required, the following qualifications are highly desirable: Experience in the energy or utility industry, with a understanding of the unique challenges and opportunities in this sector A proven track record of driving operational excellence and improving customer satisfaction Experience with data analytics and performance metrics, with the ability to analyze data and make data-driven decisions A strong understanding of customer service principles and best practices, with the ability to develop and implement customer-centric strategies Skills and Competencies To be successful in this role, you will need to have the following skills and competencies: Strong leadership and team management skills, with the ability to motivate and inspire high-performing teams Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, agents, and stakeholders Strong analytical and problem-solving skills, with the ability to analyze data and make data-driven decisions A customer-centric mindset, with a focus on delivering exceptional customer service and satisfaction The ability to work independently and as part of a team, with a strong sense of accountability and ownership Career Growth Opportunities As a Remote Live Chat Manager at Xcel Energy, you will have opportunities for career growth and development. You will be part of a dynamic and growing organization that is committed to investing in the success of its employees. You will have the opportunity to develop new skills, take on new challenges, and advance your career in a variety of areas, including customer service, operations, and leadership. Work Environment and Company Culture At Xcel Energy, we strive to cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration to achieve our goals and provide exceptional service to our customers. As a remote employee, you will have the flexibility to work from anywhere, while still being connected to our company culture and values. Compensation, Perks, and Benefits We offer a competitive salary and benefits package that includes: Employee discounts on Xcel Energy products and services Paid overtime for hours worked beyond standard shift Profit sharing opportunities for eligible employees A comprehensive benefits package that includes medical, dental, and vision coverage Opportunities for career growth and development Equal Opportunity Employer Xcel Energy is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees can thrive and succeed. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Join Our Team! If you are a motivated and experienced customer service professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Remote Live Chat Manager at Xcel Energy, you will have the opportunity to lead a high-performing team, drive operational excellence, and deliver exceptional customer service. Apply today and take the first step towards a rewarding and successful career! Apply for this job