Vice president 1-back-end/voice/ customer service-outbound customer service

EXL Cape Town, Western Cape, South Africa

Principal Accountabilities Ensure seamless transition and flawless service delivery Focus on transition with zero impact on service delivery Focus on efficiencies – leaner, greener, and faster Focus on Process stabilization & sustained delivery Reduce operation costs Make TBP more effective Build effective process management system Maintain FTE headcount Measure Revenue from the BU vs Target Maintain Gross Margin for the BU Monitor Manpower Efficiency Index (MEI) Ensure client satisfaction on all SLA’s and given parameters Deliver client benefits through innovation and improvements Create plan to deliver efficiency Strengthen operational team and support functions to minimize leakages Partner with transformation team for value delivery Identify transformation opportunities when available Track Customer Satisfaction Survey results vs. Desired Maintain Performance Index Drive improvement through innovation People Management: Develop enga...