Assistant Vice President

6 days ago

Cape Town, Western Cape, South Africa EXL Full time
  • Oversee/reviews the long term and short-term forecasts, schedules, and reports to ensure accuracy and timelines of delivery
  • Ensures workforce management process and procedures are in place and followed
  • Conducts performance appraisals of direct reports periodically
  • Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
  • Supports analysis of trending to adjust future planning
  • Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
  • Performs routine audits of call center reports to ensure accuracy and integrity is maintained
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions
  • Proactively collaborates with other departments both internally and externally to identify opportunities for improvement and provides input on performance
  • Ensures regular coaching, feedback and recognition is being done with the direct reports

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