Assistant to Vice President Operations at EXL South Africa

Job Description:

• As the AVP , you will be at the forefront of our mission to provide outstanding customer experiences. You will lead a team of dedicated professionals, driving performance, and ensuring operational excellence. This is a unique opportunity to make a significant impact in a thriving environment.

Key Responsibilities:

• Leadership & Management: Oversee daily operations , ensuring smooth and efficient functioning.
• Performance Optimization: Develop and implement strategies to enhance team performance and achieve key performance indicators (KPIs).
• Customer Experience: Champion a customer-first culture, ensuring every interaction is positive and impactful.
• Innovation & Improvement: Identify opportunities for process improvements and implement innovative solutions.
• Team Development: Mentor and coach team leaders and agents, fostering a culture of continuous learning and growth.
• Reporting & Analysis: Monitor performance metrics, analyze data, and prepare comprehensive reports for senior management.
• Collaboration: Work closely with other departments to align call center operations with overall business objectives.

Qualifications:

• 8 years experience in call center management or a similar leadership role.
• Strong understanding of call center metrics and performance management.
• Excellent communication and interpersonal skills.
• Ability to work American call center hours (night shift).
• Strategic thinker with a passion for innovation and improvement.
• Bachelor’s degree in Business Administration or related field (preferred).