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Manager Chat Process

5 years

0 Lacs

Bengaluru Karnataka India

Posted:2 days ago| Platform: Linkedin logo

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Skills Required

chat diagnostics healthcare vision management training service optimization monitoring analyze metrics communication consistency reporting analytics reports resolve software compliance support leadership data drive crm analysis

Work Mode

On-site

Job Type

Full Time

Job Description

About The Company

Orange Health is India’s leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startupof the Year 2025*.*Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page. Our vision is supported by some of the world’s leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India.

Key Responsibilities

  • Manage Chat Operations: Oversee all aspects of the chat process, including
agent performance, chat response times, and customer satisfaction.
  • Team Management: Lead, coach, and mentor a team of chat agents. Conduct
performance evaluations, set clear goals, and provide ongoing training to ensure
top-tier service delivery.
  • Process Optimization: Continuously evaluate and improve chat workflows,
identifying opportunities to streamline processes and enhance customer
experience.
  • Performance Monitoring: Analyze chat metrics (response time, resolution time,
customer satisfaction ratings, etc.) and implement corrective actions as needed to
meet KPIs.
  • Collaborate with Other Departments: Work closely with customer support,
sales, and technical teams to ensure seamless communication and consistency in
service delivery.
  • Develop Reporting and Analytics: Create and present regular reports on chat
process performance, trends, and areas of improvement for senior management.
  • Handle Escalated Issues: Resolve any customer escalations or complex issues
that cannot be handled by chat agents.
  • Chat Software Management: Work with IT or technical teams to ensure the chat
software is functioning optimally, and suggest improvements to enhance the user
experience.
  • Ensure Compliance: Monitor compliance with company policies and service level
agreements (SLAs).

Skills & Qualifications

  • Experience: Minimum of 5-8 years in customer support, operations, or management within a chat or digital communication environment.
  • Leadership: Proven ability to lead and motivate teams to achieve targets and improve performance.
  • Analytical Skills: Strong ability to analyze data, identify trends, and drive decision-making.
  • Communication: Excellent verbal and written communication skills.
  • Problem-Solving: Ability to think critically and resolve complex issues.
  • Customer-Centric: A strong focus on delivering exceptional customer service.
  • Technical Proficiency: Familiarity with chat support software, CRM systems, and
reporting tools.
  • Project Management: Ability to handle multiple projects and priorities
simultaneously.
Skills: management,communication,leadership,teamhandling,problem analysis,chat process

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