### Job Description


Kroger is seeking a skilled and dynamic Live Chat Manager to lead our customer engagement initiatives through digital communication. As a part of our team, you will play a pivotal role in enhancing customer satisfaction, driving loyalty, and ensuring that every interaction adheres to Kroger’s commitment to excellence.


### Key Responsibilities


- **Team Leadership:**
- Supervise and mentor a team of live chat associates, fostering a positive work environment that encourages high performance, collaboration, and continuous improvement.
- Conduct regular team training sessions to enhance product knowledge, communication skills, and overall performance.
- **Customer Engagement:**
- Develop and implement live chat strategies to improve customer service metrics, including response time, resolution rates, and customer satisfaction scores.
- Monitor live chat interactions to ensure compliance with company standards and provide feedback for improvement.


- **Performance Analysis:**
- Analyze customer interaction data and metrics to assess the effectiveness of live chat strategies and identify areas for enhancement.
- Generate reports that inform upper management about customer engagement trends and make data-driven recommendations for improving service quality.


- **Cross-Departmental Collaboration:**
- Work closely with IT and marketing teams to ensure the live chat platform is efficiently integrated with other customer service channels.
- Collaborate with product and sales teams to provide valuable customer feedback that aids in the continuous development and enhancement of products and services.


- **Crisis Management:**
- Handle escalated customer inquiries and complaints, leveraging negotiation skills to achieve satisfactory resolutions and maintain a positive company image.


- **Quality Assurance:**
- Maintain high standards in chat responses through rigorous quality assurance protocols and continuous improvement initiatives.
- Ensure all communication is consistent with Kroger’s brand voice and standards.


### Requirements


**Education & Experience:**
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field preferred.
- Minimum 8 years of experience in customer service management, with a focus on digital communication channels, particularly live chat.


**Technical Skills:**
- Proficiency in using live chat software, CRM platforms, and analytics tools.
- Strong understanding of customer service best practices and digital communication techniques.


**Personality Traits:**
- Resilient: Able to adapt and thrive in a fast-paced environment, maintaining composure under pressure.
- Passionate: Enthusiastic about delivering outstanding customer experiences and driving team success.


**Soft Skills:**
- Negotiation: Effective communicator capable of resolving conflicts and driving consensus among stakeholders.
- Attention to Detail: A meticulous approach to reviewing chat interactions and ensuring quality standards are met.


### Benefits


- Competitive hourly wage with paid overtime opportunities.
- Complimentary food options during shifts.
- Reimbursement for travel and spending expenses related to job duties.


### Working Environment


At Kroger, we strive for excellence and uphold high standards in all endeavors. Our team-oriented approach encourages innovation, creativity, and collaboration while fostering a supportive and inclusive workplace for all employees.