About Apna (https://linktr.ee/apnahq)

Founded in 2019, Apna is India's largest professional networking platform dedicated to helping India's burgeoning working class to unlock unique professional networking and skilling opportunities. We're one of the fastest-growing unicorns currently live in 70+ cities of 20+ states. Backed by marquee investors like Tiger Global, Lightspeed, Sequoia, Owl Ventures, Greenoaks Capital & few more with solid $190+ funding. Apna is on a mission to enable livelihoods for billions in India. With over 22 million users from 70+ cities and 200,000+ employers that trust the platform - India has a new destination to discover relevant opportunities.

Role: Team Manager (Chat Support)

Requirement: 1

Location: Bangalore

Department: Operations

Job Summary:

The Chat Manager is responsible for overseeing the chat support team, ensuring that KPIs and operational goals are met. This role involves managing daily operations, monitoring performance, providing training and development, and implementing strategies to enhance customer satisfaction and operational efficiency.

Requirements


Key responsibilities include:


Quantitative:

• Maintain key metrics of the chat process, including responsiveness, quality, drop-offs, and cost
  
  
  

Qualitative: Team Leadership:

• Lead the team with a focus on enhancing customer experience
• Create a culture that ensures high-quality support and does not tolerate gaps in service
• Keep the team motivated and identify performance gaps, addressing them promptly
  
  
  

Performance Management:

• Monitor and improve the performance of the team members
• Coordinate with the training team to provide feedback and ensure performance improvements
• Hire new talent as needed to meet support process requirements
• Manage Performance Improvement Plans (PIPs) with HR and handle exit responsibilities if necessary
  
  
  

Industry Best Practices:

• Stay updated on best practices in customer support and implement them within the team
  
  
  

Communication:

• Ensure clear communication upwards, downwards, and cross-functionally for various issues, new launches, process improvements, and escalations
• Manage and resolve escalations, maintaining external and internal communications
• Draft and communicate Standard Operating Procedures (SOPs) to team members
  
  
  

Resolution Management:

• Ensure agents provide correct resolutions to customer queries consistently
• Develop ways to identify if the team is not resolving queries correctly
• Ensure team members read previous customer messages to avoid repeating questions
• Ensure follow-ups or closing queries with a resolution
  
  
  

Real-Time Chat Process Evaluation:

• Monitor the chat process to identify and address any issues
• Ensure enough agents are live and able to determine when a call is more appropriate than chat
  
  
  

Tool Expertise:

• Utilize CRM and other tools effectively for analytics and training
  
  
  

Problem Identification and Solving:

• Continuously improve processes by identifying problems related to customer experience, agent performance, and productivity
• Collaborate with the team and stakeholders to solve problems
  
  
  

Continuous Improvement:

• Enhance SOPs for key problems faced by employers, such as returns, refunds, and relevancy
• Drive experiments to improve customer experience
  
  
  

Launch Trackers:

• Set up launch trackers for new processes or experiments, including metrics to track performance and define success metrics
  
  
  

Process Adherence:

• Ensure adherence to processes related to returns and refunds, FF and relevancy, and callbacks
  
  
  

Qualifications:

• Bachelor's degree in Business Administration, Management, or any related field
• Proven experience as a Chat Manager or similar role in B2B/B2C company
• Strong understanding of chat operations and KPI management
• Excellent leadership and team management skills
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Proficiency in using chat support tools and CRM software
• Ability to work in a fast-paced and dynamic environment
• Knowledge of MS Office
  
  
  

Preferred Qualifications:

• Experience in managing remote teams
• Certification in customer service or related fields
• Knowledge of chat platforms and technologies
  
  
  

Key Performance Indicators (KPIs):

• Average Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Agent Utilization Rate
• Adherence to Schedule
• Quality Assurance Scores
  
  
  

Working Conditions:

• Should have wifi connection and remote office set up
• May require late evening or weekend work based on operational needs
• Ability to work in a high-pressure environment and handle stress effectively