EXL

Vice President

EXL

full-time

Posted on:

Location Type: Hybrid

Location: Noida • India

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Job Level

Lead

About the role

  • Lead, Manage and support Healthcare WFM teams across geographies
  • Support a rapidly growing organization with 6000+ staff spread across multiple clients
  • Own staffing & service level delivery while driving revenue and margin performance
  • Partner closely with leaders in Operations and Enabling functions on projects & initiatives
  • Perform periodic reviews within the WFM team and with internal & external stakeholders
  • Drive improvements, automation and analytics across our processes
  • Improve/implement dashboards & reports that inform and enable decision-making
  • Lead from the front, communicate clearly, timely and accurately at all levels of the organization
  • Demonstrate tactical leadership in our day to day business with a strong bias for execution
  • Participate in client visits and support pricing & solutioning processes

Requirements

  • 15+ years of Workforce Management experience
  • 3+ years in a leadership role
  • Proficiency in Excel, Avaya, Genesys, Nice IEX and Aspect eWFM
  • Integrity, Respect and Candor
  • Common-sense approach to problem solving
  • Solid fundamentals and conceptual clarity in Contact Center Workforce Management
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Workforce ManagementExcelAvayaGenesysNice IEXAspect eWFMautomationanalyticsdashboard implementationreporting
Soft Skills
leadershipcommunicationproblem solvingintegrityrespectcandorexecutiontactical leadershipcollaborationdecision-making