Manage the performance and service quality of the CSO.
Ensure that all CSO under TLs 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 MoPs 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.