-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