CS Supervisor

Primary Responsibilities:

1. Knowledge Repository Management: Develop and maintain a centralized knowledge repository or database where information, documents, and insights are stored in an organized manner, which are uploaded into external knowledge based.
2. Article Curation: Ensure that the knowledge repository is up-to-date, relevant, and well-organized. Curate content to make it easily accessible by customers.
3. Training: Develop training programs to educate new employees and existing staff on how to access and contribute to the knowledge management portal.
4. Technology Implementation: Explore and implement new features related to knowledge management tools and technologies with the support & guidance’s of enterprises team.
5. Quality Assurance: Ensure the accuracy and quality of all information stored in the knowledge repository. Implement measures to validate and update content regularly.
6. Collaboration with Departments: Work closely with different departments to consolidate information and articles needs and collaborate on creating and maintaining relevant content available for customers in knowledge portal.
7. Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives. Track usage, engagement, and the impact on performance of our call drivers.
8. Continuous Improvement: Identify opportunities for continuous improvement in knowledge management & processes. Seek feedback from users and stakeholders to enhance the knowledge-sharing experience.
9. Change Management: Implement changes to knowledge management processes with a focus on change management principles. Ensure that internal stakeholders are informed and updated with the progress happening at digital customer service.
10. Responsible for ensuring there are continuous automation initiatives to increase productivity self-serve enquiries by customers.
11. Providing strong support to customer care team & the manager in any area flexibly whenever required.