Customer Care Voice-Customer Experience at EXL South Africa

Job Description
Accountabilities    

• Ensure seamless transition and flawless service delivery
• Focus on transition with ‘Zero’ impact on service delivery
• Focus on efficiencies - leaner, greener and faster                   
• Focus on Process stabilization & sustained delivery
• Reducing operation costs                  
• Make TBP more effective 
• Build effective process management system    

Responsibilities

• FTE headcount
• Revenue from the  BU Vs. Target
• Gross Margin for the BU
• MEI (Manpower Efficiency Index)

Ensure client satisfaction on all SLA’s and given parameters

• Deliver on client benefits through innovation and improvements 
• Create plan to deliver efficiency
• Strengthen operational team as well as support functions to minimize leakages
• Partner with transformation team for value delivery                                           
• Identify transformation opportunities where available 
• Customer Satisfaction Survey results Vs. Desired
• Performance Index
• Improvement through Innovation
• People management    

Engagement plan for each strata of employees

• Focus on employee training and development, esp. wrt to building domain expertise
• HIPO engagement initiatives to be reviewed regularly
• Cross training and skill enhancement for managing high influx of volume
• Support to Line HR and utilize their expertise more from a people engagement and retention perspective
• Ensure minimal staff attrition and high levels of engagement    

Employee Attrition Rate

• Employee Engagement Surveys

Provide assistance to industry and BU leadership for development of strategies for business development and  process improvements    Working on Strategic Priorities such as (but not limited to):                                                     

• Look for opportunities to deliver additional savings for the clients 
• Deliver operational efficiency improvements for both EXL and Client
• Assistance in business development as and when required
• Reduction in Overheads as % of Revenues
• Participation  in people development initiatives    

Process improvement

• USD value delivered to Client.
• USD value delivered to EXL

MAJOR CHALLENGES

• Focus on customer experience as the business is transitioned with zero impact on service delivery 
• Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

KEY DECISIONS

• Decisions you make by yourself
• Strategic improvement for process delivery 
• People/management rationalization

INTERACTIONS

Internal Interaction 

• Job Role you need to interact with Internally in the organization to enable success in your day to day work    
• Business HR Team
• Corporate HR for staffing, internal movement, training, learning and development
• Finance Team
• Facilities Team

External Interactions 

• Job Role you need to interact with outside the organization to enable success in your day to day work    

Clients

DIMENSIONS

• Financial Dimensions
• Managing the revenue and profitability

Qualifications

• Minimum qualification: Matric (Grade 12)
• Background screening: Candidates must successfully pass all required background verification checks
• Education: A relevant undergraduate or postgraduate degree is preferred
• Experience: Minimum of 10 years’ experience within the BPO industry, including a demonstrated track record in a leadership role
• Domain expertise: Proven experience within the Insurance domain is essential
• In alignment with the Employment Equity Act, preference will be given to applicants aligned with our EE targets

Required Skills

• Communication Planning and Strategy Development
• Computer Navigation
• Conflict Management
• Influencing and Negotiation Strategies
• Off-shoring technology set-up like Bandwidth utilization etc.
• Speed Typing
• Stakeholder Engagement
• Strategic Competencies