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 transformatio...