Manage the performance and service quality of the CSO.
Ensure that all CSO under TL’s supervision is well trained and ensure that CSO are providing accurate and timely responses.
Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
Take ownership of team results, understand developmental needs, and provide support to the team.
Work with respective stakeholders to ensure that all information is being cascaded accurately.
Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
Conduct regular audits to ensure the quality of CSO appointed for the programme.
Support and guide the CSO in their proficiency and knowledge of the programme.
Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.
Provide feedback and recommendations on service delivery to the client.
Requirements
Ability to train the CSO on systems and programme-related information
Self-driven with excellent interpersonal and communication skills
Good communication skills in English
Proficiency in other languages/dialects may be required depending on programme requirements
Proficient in Microsoft Excel applications
Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
Ability to work beyond operational hours, if and when required
Ability to handle difficult interactions in a professional manner
Possess Diploma qualification or above
At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions
