CSO Team Lead: Quality, Training & Case Management

Agape Connecting People Pte Ltd; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Agape Connecting People Pte Ltd is seeking an experienced CSO supervisor to manage performance, training, and quality assurance for the programme in Singapore. You will ensure timely, accurate responses and oversee day‑to‑day case management with relevant stakeholders.

The ideal candidate has at least 2 years of supervisory experience in contact centres or customer service, strong English communication skills, and Diploma or higher.

Qualifications

• Ability to train CSOs 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.

Responsibilities

• Manage the performance and service quality of the CSO.
• Ensure CSOs under TL’s supervision are well trained and provide accurate and timely responses.
• Oversee day-to-day case management and liaise with stakeholders for investigations and follow-up.
• Conduct quality audits on CSO handling, including account access, soft skills, knowledge management and resolving MoP queries.
• Train CSO based on resources; prepare competency quizzes, tests, and check-ins.
• Own team results, identify developmental needs, and provide support to the team.
• Ensure information cascades accurately with stakeholders.
• Monitor arrival patterns and alert the client to any increase in queries.
• Conduct regular audits to ensure CSO quality.
• Support CSO proficiency and knowledge of the programme.
• Assist CSO with complex cases and liaise with Ptcp/MoP as needed.
• Provide feedback and recommendations on service delivery to the client.

Skills

Train CSO systems

Interpersonal skills

English communication

Multilingual capability

Excel proficiency

Initiative and independence

Overtime readiness

Handling difficult interactions

Education

Diploma or above

Tools

Microsoft Excel

Job description

Agape Connecting People Pte Ltd is seeking an experienced CSO supervisor to manage performance, training, and quality assurance for the programme in Singapore. You will ensure timely, accurate responses and oversee day‑to‑day case management with relevant stakeholders.

The ideal candidate has at least 2 years of supervisory experience in contact centres or customer service, strong English communication skills, and Diploma or higher.