Fresh Jobs at EXL South Africa

Job Description

Role/Responsibility  

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction

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. 
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment. 

Responsibilities

Essential Functions:

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams 
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Qualifications

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

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Job Description

• HR Business Partners perform a specialized type of HR work focused on HR consulting to the business. This role focuses on partnering with business to shape the people infrastructure and culture needed to attract, engage, and retain the very best talent.
• It entails working closely with business leaders to drive HR programs, talent management, employee engagement, performance management, workforce management and compliance.
• It also involves influencing and driving HR solutions to business, through HR CoEs of talent acquisition, HR shared services, learning and development compensation and benefits, statutory and compliance services. Additionally, HRBPs are tasked with implementing people policies and HR programs for the organization

Responsibilities

• Partner with business leaders to deliver the people strategy and implement innovative HR initiatives
• Drive the rollout of employee programs and organizational development initiatives
• Coach and support managers in adopting talent frameworks, tools, and best practices
• Foster a high-performance, diverse, and inclusive culture
• Act as a trusted advisor, providing accurate and timely HR guidance to leadership
• Collaborate with Payroll, HR Shared Services, Legal, and other internal teams
• Manage employee relations matters including disputes, performance improvement plans, disciplinary actions, and terminations
• Facilitate clear and effective communication on all HR-related matters
• Represent the company with professionalism and integrity both internally and externally

Qualifications

Required Skills & Competencies

• Strong leadership and influencing skills
• Ability to operate in a fast-paced, dynamic environment with agility
• Excellent stakeholder management and relationship-building skills
• Strong problem-solving and multitasking abilities
• Excellent verbal and written communication skills
• High attention to detail
• Strong analytical capability (attrition, retention, engagement reporting)
• Solid understanding of South African labour legislation and compliance
• Flexibility to support extended or graveyard shift operations
• Passion for continuous learning and driving impact

Experience Requirements

• Minimum 8 years of HR experience (BPO industry advantageous)
• At least 5 years’ experience as an HR Business Partner

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Job Description

• We are seeking a professional and customer-focused Inbound Call Center Agent to support American clients with commercial auto insurance and billing-related inquiries. The ideal candidate will deliver accurate information, resolve issues efficiently, and provide an outstanding customer experience on every call.

Responsibilities

Key Responsibilities

• Handle inbound calls from U.S.-based customers regarding commercial auto insurance policies
• Assist with billing inquiries, payments, refunds, and billing discrepancies
• Explain policy coverage, invoices, and account details clearly and accurately
• Update customer records and document call interactions in the system
• Resolve customer concerns while adhering to compliance and service standards

Qualifications

• Graduate 1 - 3 Years

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Job Description

• The Service Desk Team Lead plays a critical role in establishing and maturing the Service Management capability within Shared Services. This includes the creation and operationalization of the Service Management layer, ensuring structured triage, end-to-end service request efficiency, complex problem resolution, and consistent SLA achievement across all service towers.
• The role drives the design and governance of Service Management processes, tools, reporting structures, and operational insights to enhance customer-facing services. It ensures first-point-of-contact resolution capability is strengthened while overseeing escalations, root cause investigations, and continuous service improvement initiatives.
• The incumbent will work closely with business, technical, and third-party stakeholders to build strong partnerships, improve service performance, and implement a clear roadmap for the evolution of the Service Management function. This role requires strong leadership, operational governance expertise, vendor management capability, and a customer-centric mindset.

Responsibilities

Service Management Implementation

• Establish and operate the Service Desk Team layer across Shared Services.
• Design, implement, and govern Service Management processes, tools, and reporting frameworks.
• Optimize first-line triage, request management efficiency, and SLA performance across service towers.
• Build capability to improve first-contact resolution of customer requests and escalations.
• Develop operational insights and implement tactical and strategic Service Improvement Plans.
• Drive continuous improvement through structured problem management processes.
• Build and execute a Service Desk Team roadmap with clear milestones and measurable outcomes.
• Ensure service quality aligns with release and deployment governance standards.
• Establish strong stakeholder engagement and communication channels across all levels and third-party providers.

Service Management Operations

• Accountable for end-to-end service delivery across inbound triage and front-line support channels.
• Oversee resolution of service requests, escalations, and operational incidents within agreed SLAs.
• Act as escalation point for complex issues beyond the standard support model.
• Lead root cause investigations for service failures and implement corrective actions.
• Oversee daily service operations to ensure consistent, high-quality customer experience.
• Maintain and continuously enhance Service Management capability and maturity.

Qualifications

Education:

• Relevant degree or diploma in Information Technology, Business Management, or related field (preferred).
• ITIL certification or equivalent Service Management certification (advantageous).

Experience:

• Minimum of 2 years’ experience in a Service Desk Team Lead role.
• Experience in Shared Services or large enterprise operational environments preferred.
• Experience in vendor management and service governance strongly advantageous.