Senior Manager:Customer Service Management_AFL

Job Profile:

• Call Centre Management - Inbound, Outbound and Email Process
• Customer Service Team Performance Management 
• Resource Planning - Time and Motion Analysis 
• MIS Dashboards and Process Deck preparations 
• Process Improvements/Root Cause Analysis/Cross Functional Coordination 
• Managing internal and external audits/customer grievance management
• Reviews with internal and external teams
• Identify process gaps from the complaints received and prepare a process