Current Openings at EXL South Africa

Description:

• The Assistant Manager is responsible for supervising, training, and guiding a team of agents. The role involves monitoring performance, ensuring customer satisfaction, and implementing strategies to improve service quality and efficiency. Any other essential function that may occur from time to time as directed by the Supervisor

Responsibilities:

• Team Management:
• Lead and manage a team of agents. 
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs). 
• Conduct regular team meetings and create an open communication environment. 
• Performance Monitoring:
• Track and report on team performance metrics. 
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance. 
• Customer Service:
• Ensure all calls are handled professionally and in accordance with company guidelines. 
• Address and resolve customer complaints and issues promptly. 
• Maintain up-to-date knowledge of products and services. 
• Operational Duties: 
• Manage the flow of inbound and/or outbound calls. 
• Prepare and deliver performance reports to upper management. 
• Participate in the recruitment and hiring process of new agents. 
• Implement strategies to improve quality and productivity.
• Training and Development: 
• Train and onboard new team members. 
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment. 
• Process/Functional level data collation and reporting to Internal and External clients. 
• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client. 
• Regular maintenance of functional MIS and prepare performance analysis. 
• Analyzing data and deriving meaningful results for the use of management in decision-making. 
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports. 
• Ensure compliance to client and organizational policies and procedures in respect of reporting. 
• Maintain and develop the processes to ensure optimum automation of reports. 
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism. 
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.

Qualifications:

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
• Overall, 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager.

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About the job

• The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met. Additionally, assisting in driving incremental improvements.

Essential Functions:

• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up Quality Compliance.
• Leads significant process improvement projects.
• Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs.
• Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
• Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
• Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.

Skills:

Technical Skills:

• Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience.
• Excellent working knowledge of MS Office, MS Excel, Power Point, Word Doc, Outlook.
• Process Mapping/Value Stream Mapping.
• Knowledge of calls recording system and its usage (NICE, Witness, etc.) preferred.

Process Specific Skills:

• Knowledge of quality systems (ISO, COPC) preferable.

Soft skills: (Desired)

• Project management skills to drive improvement projects / initiatives.
• Analytical skills.

Soft Skills: (Minimum)

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 teamwork.
• Ability to relentlessly pursue excellence.

General

• 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 (Minimum) 
• Exposure to Quality Systems (ISO, COPC, etc.) preferred.

Work Experience Requirements

• Minimum 8 years of total work experience with at least 2 years of relevant experience within BPO Industry.
• Minimum 5 years in the current role as a Quality Assurance Manager.

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Description:

• You will have excellent interpersonal and communication skills with the ability to multitask and adapt in a fast-paced environment. To ensure success, communications specialists should be innovative, organized, and self-motivated with a keen interest in driving strategic messages to key internal and external stakeholders

Responsibilities:

• Develop effective corporate communication strategies
• Manage internal communications (memos, newsletters etc.)
• Draft content (e.g. press releases) for mass media or company website
• Organize initiatives and plan events or press conferences
• Liaise with media and handle requests for interviews, statements etc.
• Foster relationships with advocates and key persons
• Collaborate with marketing professionals to produce copy for advertisements or articles
• Perform “damage control” in cases of bad publicity
• Facilitate the resolution of disputes with the public or external vendors
• Assist in communication of strategies or messages from senior leadership

Qualifications and Requirements:

• Proven experience as communications specialist
• Experience in web design and content production is a plus
• Experience in copywriting and editing is a plus
• Solid understanding of project management principles
• Working knowledge of MS Office; photo and video-editing software is an asset
• Excellent communication (oral and written) and presentation skills
• Outstanding organizational and planning abilities
• Proficient command of English
• BSc/BA in public relations, communications or relevant field (Not Mandatory)