Active Jobs at EXL South Africa

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  preferably in a customer service/ call centre 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.

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Job Description

Essential Functions

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.
• Balance staffing requirements with operational efficiency and financial goals.
• Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
• Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
• Maintain staff plans with capacity and working assumptions approved by operations.
• Recommend scheduling movements for optimal staffing.

Skills

Technical Skills

• Highly proficient in Microsoft Excel.
• Ability to scrub, dissect, and shape data; create customized reports.
• Knowledge of WFM systems such as eWFM, Genesys, or similar.
• Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.

Functional

• Leads engagements at vertical / program / client level
• Understands business requirements and provides appropriate solutions to benefit the business
• Has the ability to identify superior improvement opportunities
• Knowledge of quality assurance, process improvements, domain, etc
• Monitoring and Reviewing

Leadership

• Fosters a spirit of collaboration and team work
• Ability to relentlessly pursuing excellence

General

• Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
• Strong critical thinking, problem-solving, and interpersonal skills.
• Ability to give and receive feedback effectively.
• Works independently with minimal supervision.
• Strong arithmetic, analytical, and problem-solving skills.
• Adaptable and able to multitask in a dynamic environment.
• Excellent verbal, written, and comprehension skills.
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Interviewing skills
• Strong written and verbal communication Skills.
• Problem solving skills
• Ability to resolve conflicts constructively and lead in a continually challenging environment

Education Requirements

• Matric

Work Experience Requirements

• Minimum 3 years of total work experience with at least 2 years of WFM Planning Role
• Minimum 6 year in the current role/assignment

Responsibilities

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.

Qualifications

• Grade 12(Matric)
• 3-6 years' experience within the WFM/ Resource Planning Role
• Specializing in Forecasting, Scheduling & Planning
• Experience in Managing a team of RTA's/Planners

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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