Vice President 1-Back-End/Voice/ Customer Service-Outbound Customer Service
2 weeks ago
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 engagement plan for each employee strata Focus on employee training and development, especially for building domain expertise Review HIPO engagement initiatives regularly Cross-training and skill enhancement to manage high influx of volume Support Line HR and utilize their expertise for people engagement and retention Ensure minimal staff attrition and high engagement levels Track Employee Attrition Rate Track Employee Engagement Surveys Assist industry and BU leadership with strategy for business development and process improvements (including: look for opportunities to deliver additional savings for clients, operational efficiency improvements for both EXL and Client, assistance in business development, reduction in overheads as % of revenues, participation in people development initiatives, process improvement) Deliver USD value to client and USD value to EXL Seniority level Executive Employment type Full-time Job function Other Industries Business Consulting and Services Referrals increase your chances of interviewing at EXL by 2x Get notified about new Vice President Operations jobs in Cape Town, Western Cape, South Africa . We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
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Cape Town, South Africa EXL Full timeVice President 1-Customer Care Voice-Customer Experience EXL Cape Town, Western Cape, South Africa 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 Reducing operation...
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Cape Town, Western Cape, South Africa EXL Service Full time R1 200 000 - R2 400 000 per yearJob DescriptionPRINCIPAL ACCOUNTABILITIESAccountabilities 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 Reducing operation costs Make TBP more effective Build effective process...
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Assistant Vice President-Customer Service
5 days ago
Cape Town, South Africa EXL Full timeOverview Assistant Vice President-Customer Service - Inbound Voice-Account & Portfolio Management EXL, Cape Town, Western Cape, South Africa Requirements Minimum 8 years’ work experience; preferably from BPO background Should have managed a large BPO Operations Teams for at least 3 years as an HOD Seniority level Executive Employment type Full-time Job...
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Cape Town, South Africa EXL Full timeAssistant Manager - Back-End/Voice/Customer Service - Outbound Customer Service Location: Cape Town, Western Cape, South Africa Key Responsibilities Supervise and guide the IT service desk team members, providing mentorship, training, and performance feedback. Lead by example and promote a positive and collaborative team culture. Allocate tasks and...
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Executive-Voice-Customer Service
1 week ago
Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R208 000 per yearJob DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...
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Executive-Voice-Customer Service
1 week ago
Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R150 000 per yearJob DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...
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Cape Town, South Africa EXL Full timeOverview Executives-Back-End / Blended / Customer Service-Email + Chat + Voice – EXL Cape Town, Western Cape, South Africa Responsibilities To ensure customer appointments are booked inline with business and customer expectation, overcoming objections and ensuring these are resolved to a conclusion. Support the other departments in dealing with customer...
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Cape Town, Western Cape, South Africa EXL Service Full time R800 000 - R1 200 000 per yearJob DescriptionAs a Senior Operations Manager, you will be responsible for achieving business objectives by ensuring operational targets are met in line with Service Level Agreements (SLAs).Your role will include leading and developing a high-performing team, maintaining strong client relationships, and ensuring adherence to company policies and procedures....
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Executives-Customer Care Voice-Inbound
4 days ago
Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R208 000 per yearJob DescriptionIn this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle...
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Executives-Customer Care Voice-Inbound
6 days ago
Cape Town, Western Cape, South Africa EXL Service Full time R250 000 - R400 000 per yearJob DescriptionIn this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle...
