Vice President 1-Customer Care Voice-Customer Experience

4 days ago

South Africa EXL Full time R1 200 000 - R3 600 000 per year
Description

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 costs
    Make TBP more effective 
    Build effective process management system    

Responsibilities

    FTE headcount
    Revenue from the  BU Vs. Target
    Gross Margin for the BU
     MEI (Manpower Efficiency Index)
 

Ensure client satisfaction on all SLA's and given parameters    

    Deliver on client benefits through innovation and improvements 
    Create plan to deliver efficiency
    Strengthen operational team as well as support functions to minimize leakages
    Partner with transformation team for value delivery
    Identify transformation opportunities where available        Customer Satisfaction Survey results Vs. Desired
    Performance Index
    Improvement through Innovation
People management    

    Engagement plan for each strata of employees
    Focus on employee training and development, esp. wrt to building domain expertise
    HIPO engagement initiatives to be reviewed regularly
    Cross training and skill enhancement for managing high influx of volume
    Support to Line HR and utilize their expertise more from a people engagement and retention perspective
    Ensure minimal staff attrition and high levels of engagement    

    Employee Attrition Rate
    Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and  process improvements    Working on Strategic Priorities such as (but not limited to):
    Look for opportunities to deliver additional savings for the clients 
    Deliver operational efficiency improvements for both EXL and Client
    Assistance in business development as and when required
    Reduction in Overheads as % of Revenues
    Participation  in people development initiatives    

    Process improvement
    USD value delivered to Client.
    USD value delivered to EXL

MAJOR CHALLENGES

    Focus on customer experience as the business is transitioned with zero impact on service delivery 
    Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

KEY DECISIONS

Decisions you make by yourself
    Strategic improvement for process delivery 
    People/management rationalization

INTERACTIONS

Internal Interaction 
Job Role you need to interact with Internally in the organization to enable success in your day to day work    
    Business HR Team
    Corporate HR for staffing, internal movement, training, learning and development
    Finance Team
    Facilities Team

External Interactions 
Job Role you need to interact with outside the organization to enable success in your day to day work    
    Clients

DIMENSIONS

Financial Dimensions

Managing the revenue and profitability

Qualifications

Graduate/ Post Graduate is preferable. Minimum 10 years of experience in the BPO industry

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

  • Vice President

    1 week ago

    Johannesburg, Gauteng, , South Africa Copper Quail Full time R250 000 - R500 000 per year

    Job Title: Vice President - Finance (EMEA) Location: Johannesburg, South AfricaAn established company is seeking anexperienced VP of Finance to lead its finance operations, oversee riskmanagement, governance, financial planning, and ensure compliance across theSouth African and EMEA region. You will play a key role in the strategicfinancial management of the...

  • Senior - Customer Experience Consultant-Customer Care Voice-Customer Experience

    1 week ago

    South Africa EXL Full time R400 000 - R800 000 per year

    DescriptionHighly experienced Customer Experience (CX) Design Manager to lead and shape our customer experience strategy. In this role, you manage a team of CX designers and work closely with senior stakeholders to develop and execute strategies that enhance customer satisfaction and drive business success. You be responsible for overseeing the design and...

  • Vice President 1-Back-End/Voice/ Customer Service-Outbound Customer Service

    4 days ago

    South Africa EXL Full time R1 500 000 - R2 500 000 per year

    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...

  • Executives-Customer Care Voice-Inbound

    7 days ago

    South Africa EXL Full time R150 000 - R250 000 per year

    DescriptionWe pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important. We want people who can both empathise with and engage customers, listening to their issues and helping to resolve their query, whilst looking to increase customer satisfaction, reduce customer complaints by...

  • Executives-Customer Care Voice-Inbound

    4 days ago

    South Africa EXL Full time R104 000 - R208 000 per year

    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 of...

  • Coordinator-Customer Care Voice-Inbound

    4 days ago

    South Africa EXL Full time R120 000 - R180 000 per year

    DescriptionJoin our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. With strong communication and organizational...

  • Executives-Customer Care Voice-Inbound

    7 days ago

    South Africa EXL Full time R100 000 - R150 000 per year

    DescriptionPromote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.  Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.  Running through basic diagnostics to better understand the root cause of any issues...

  • Executive-Customer Care Voice-Inbound

    4 days ago

    South Africa EXL Full time R120 000 - R240 000 per year

    Description Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.  Responsibilities Key...

  • Customer Experience

    4 days ago

    South Africa KG Inspired Property Full time R300 000 - R500 000 per year

    Customer Experience & Sales Manager (Remote – Hospitality / Property Management)Location: RemoteSalary: ZAR 300,000 – 500,000 per year (based on experience)Hours: 40 hours per week, including evenings and weekends as requiredJob Type: Full-timeAbout KG Short StayKG Short Stay specialises in managing short-term rental properties for owners who want to...

  • Coordinator-Voice-Customer Service

    4 days ago

    South Africa EXL Full time R120 000 - R180 000 per year

    DescriptionJoin our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. With strong communication and organizational...