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Job Description
Position Title
VP WFM EXL Health Function Workforce Management Reports to Global Head of WFM
Permanent/ Temporary
Permanent Span of Control South Africa Location Cape Town South Africa
This role will lead EXL Healthcare WFM globally.
Duties & Responsibilities
1. Lead Manage and support Healthcare WFM teams across geographies.
2. Support a rapidly growing organization with 5000 staff spread across multiple clients.
3. Own staffing & service level delivery while driving revenue and margin performance.
4. Partner closely with leaders in Operations and Enabling functions on projects & initiatives.
5. Perform periodic reviews within the WFM team and with internal & external stakeholders.
6. Drive improvements automation and analytics across our processes.
7. Improve/implement dashboards & reports that inform and enable decisionmaking.
8. Lead from the front communicate clearly timely and accurately at all levels of the organization.
9. Demonstrate tactical leadership in our day to day business with a strong bias for .
10. Participate in client visits and support pricing & solutioning processes.
Qualifications Skills and Attributes
1. Integrity Respect and Candor.
2. Commonsense approach to problem solving.
3. Solid fundamentals and conceptual clarity in Contact Center Workforce Management.
4. Proficiency in Excel Avaya Genesys Nice IEX and Aspect eWFM.
5. Sense of ownership and commitment to collective success.
6. Resilience and perseverance to drive improvements and results.
7. 15 years of experience in Workforce Management. 3 years in a leadership role.
Required Experience:
Chief
Employment Type
Full-Time
