Assistant Vice President-Voice-Customer Service

• Responsible for setting the vision and building and executing on the strategy
• Manage overall revenue and profit goals and process improvements of programs under their direction to meet or exceed financial objectives.
• Can manage 200+ person or more, lead day to day operations of Operations and create a culture of accountability that holds individual contributors and managers responsible for attaining their metrics and goals
• Acute understanding of managing a large business forecast model with regular attention to detailed fluctuations and 'gap' planning
• Responsible for monitoring and growing quoted revenue; leveraging best-in-class tools, technology and strategies
• Responsible for all decisions regarding hiring, on-boarding, structure, people, process, performance management and rewards/incentives. This includes team building with those from other units who participate on projects. Ensure proper performance management and rewards/recognition guidelines are followed within own team.
• Develops direct reports and self by establishing professional and personal development goals
• Recommend, evaluate, enhance and implement new and/or existing tools & technology to manage and scale the team to enhance and optimize current process
• Create and provide regular performance reports to multiple stakeholders, including executive management and stakeholders.
• Collaborate with Operations team to review and develop compensation plans that effectively align and reward individual contributors for meeting targets
• Help create, manage and maintain the processes for lead management
• Provide timely and relevant feedback on the effectiveness of ongoing campaigns
• Provide leadership and direction in the development of the compensation structure, ensuring consistency and fairness throughout.
• Recommend improvements to the existing compensation structure to better motivate and reward staff for the desired performance.

EXL Service