Active Jobs at EXL South Africa

Job Description

• Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations Essential Duties & Responsibilities: Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients.
• Effectively leads and mentor the team to support Ops. Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform. Should be well equipped with all WFM related aspects, forecasting, capacity planning.
• Serves as a checkpoint and reviewer of MIS processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures the business targets in-terms of KPI/SLA are met along with the financials goals Develop processes, scorecards and performance plans for effective team management.
• Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback

Job Specifications (Qualifications, Skills and Experience)

Minimum Work Experience:

• 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities.
• Skills Requirements: Strong sense of personal stake and urgency in day to day management.
• Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
• Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. 
• Effectiveness in presenting to and persuading different levels in the organization.  Experience in creating compelling analysis, reports for clients, internal reviews.  Must demonstrate thorough, swift and decisive approach to problem solving.
• Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
• Must be tactically involved and hands on where needed. Ability to motivate, retain and attract talent. Flexible with extending shifts when needed

Responsibilities

• Lead, coach, and develop a team of MIS/WFM Supervisors and Analysts supporting multiple clients and sites.
• Drive end-to-end delivery of MIS and WFM reporting, ensuring accuracy, timeliness, and data integrity.
• Oversee forecasting, capacity planning, scheduling, and real-time management to optimize resource utilization.
• Partner with Operations and Client stakeholders to ensure KPIs, SLAs, and business targets are consistently achieved.
• Review and validate all MIS outputs, dashboards, and reports before submission to internal and external customers.
• Monitor financial performance, identify improvement opportunities, and implement data-driven solutions to achieve efficiency and cost targets.
• Develop, standardize, and implement reporting processes, scorecards, and performance management frameworks.
• Drive continuous improvement initiatives through process reengineering, automation, and performance analytics.
• Serve as a key liaison between Operations, Clients, and Senior Management for reporting insights and strategic discussions.
• Ensure compliance with data governance, security, and confidentiality standards across all MIS and WFM activities.
• Motivate, retain, and grow team talent through effective performance management, feedback, and career development initiatives.
• Maintain flexibility in managing shifting priorities, business demands, and extended support requirements when needed.

Qualifications

• Any Graduate 

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Job Description

Basic Function

• The incumbent will be responsible for leading Transitions anywhere from across the EXL global footprint. The candidate should have an in-depth knowledge of business process Transitions.
• The incumbent will be responsible in ensuring that the process Transitions are successfully implemented. In addition to enabling seamless Transitions, the incumbent will also be responsible for building capability of the Transitions function, bring thought leadership to the table that improves Transitions set up and implementation.
• The incumbent will also lead new business pursuits (RFPs) to develop customized solutions. The incumbent is expected to take over the Transitions of a specific client engagement as the Lead when an opportunity translates into new business. 

Responsibilities

Essential Functions

• Manage end to end business process Transition projects, i.e. from solution design to steady state
• Work closely with our onshore clients, and internal stakeholders
• Provide ground level assessment and recommendations on processes with respect to process re-engineering and offshoring feasibility
• The job will involve extensive interaction with business users, senior management and enabling teams at EXL.
•  To lead client engagements, ensuring consistent service delivery
• Business development in select accounts

Primary Internal Interactions

• Transitions Reviews. Program Leads, Transitions Managers, Operations Leads, Operations Managers, Quality and PE team
• Solutioning and implementation. BD Team, Strategic Deal Team, designated operations and enabling functions like recruitment, HR, Technology, LIFE, Compliance, Legal, L&D, etc. engaged on requirement basis
• Training and Development. Program Leads, Transitions Managers, Training function, external vendors as needed

Primary External Interactions

• The primary external interactions of the incumbent will be throughout transition lifecycle role wherein the incumbent will interact with client stakeholders to present the solution and Transitions capabilities, and transition progress updates

Skills

• Technical Skills 
• Analytical skills
• Problem solving skills
• BPO industry knowledge, including understanding of enabling functions (technology, pricing) and operating environment
• Domain knowledge in specific vertical
• Process Specific Skills 
• Project management skills

Soft skills 

• Communication skills – ability to engage with clients as well as internal stakeholders and convince them about the proposed idea, solution
• Self starter – there are no rigid boundaries in terms of the level of innovation that can be brought, and the incumbent will have to have the ability to be self motivated to pursue and explore different avenues to come up with the optimum solution

Qualifications

Education Requirements

• Graduate / Post Graduate in any stream
• PMP, PgMP certification (preferred)

Work Experience Requirements

• 10+ years of experience, most of which should be in BPO environment
• 3+ years of the BPO experience should be in Transitions
• Program Management experience of a small to medium size engagement
• Valid (10 year / 5 year) US &/or UK Visa will be an added advantage

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Job Description

• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Responsibilities

Responsibilities are not limited to the enclosed 

• Experience making outbound calls or handling calls for UK clients
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6+ months call centre experience 
• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding  or at any point during your employment at EXL.  

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Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment.
• Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment.
• If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.