Chat Support-Team Leader

Posted By: Magic Bus India


Junior Management

Program Implementation


Job Description

-Responsible for leading and managing the central team of mentor chat support executives.

-The Mentor Chat Support Team Leader will be responsible for providing overall leadership to the Mentor Chat Executives. She/he will be responsible for ensuring that quality chat inputs are given to the young people which is in alignment with the program goals and objectives.

-Responsible for leading and managing the central team of mentor chat support executives

-Designing, developing and implementing process and framework for leading the team and the vertical

-Develop and implement training programs for chat support team.

-Review and monitor the team’s performance periodically on quality, responsiveness and productivity

-Overall lead the training and development of the Chat Support team

-Designing potential questions for youths and preparing contextualized responses relevant to the program and content

-Review and analyse chat questions across mentor chat executives and reports to the concerned HO team member, for appropriate actions including suggestions/recommendation for changes in content, training design, platform features, simplifying user journey, etc.

-Measure and improve the effectiveness of the Push questions sent to young people and map the quality of responses

-Monitors quality of Mentor Chat and inform programme and design team for improving content and training

-Creates standard FAQs and automate repeated questions in a contextualized form relevant to young people

-Responds to unresolved chats directed by Mentor Chat Executives

-Overall maintain database/MIS for various chat efficacy parameters- no. of chats, average time spent on chat.

Location: Navi Mumbai, Maharashtra

Eligibility Criteria

Not Specified

Desired Candidate Profile

Graduation - B Arch

Organization Details

  • Organization Name:Magic Bus India
  • About Organization:Founded in 1999, Magic Bus works with children and young people living in poverty, in India, taking them from a childhood full of challenges to a life with meaningful livelihoods. We equip children and young people in the age group of 12 to 18, with the skills and knowledge they need to grow up and move out of poverty. Children on the Magic Bus program successfully fend off destabilizers such as child marriage and child labor to complete school and become first generation salary earners having secure careers in the organized sector. Our youth-centered Livelihoods Program connects the aspirations and potential of young people to available market opportunities. We build their employability skills and map job potential based on individual strengths and mobility. We work with support structures like parents, teachers, the community at large and local government institutions to ensure social, emotional and economic well-being for all young people living in that area. Our approach mobilizes

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