Job Opening at EXL South Africa

Basic Function:

• Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, Quality and ensuring that productivity targets are met
• Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and
• efficiency
• Providing motivation, coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team

Qualifications:

• Customer Service processing – Preferred
• Strong interpersonal relationships – Required
• Demonstrated reasoning skills – Required
• Strong ability to communicate at all levels with clarity and precision, both written and verbal – Required
• Ability to adapt in a changing work environment – Required
• Computer skills, including MS Word, Outlook, Share Point, etc. – Required

Education: 

• Minimum of Matriculation

Work Experience Requirements:

• 4-6 years of Internation Call Centre / BPO experience in insurance, sales & service, handling voice and queries, customer escalations etc. with excellent verbal communication skills – Required

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JOB DESCRIPTION
Performance parameters

• To check and verify customers’ credentials and feed them correctly in database
• To identify and highlight fraudulent/fake/forged documents
• To meet Service Level Agreement, AHT and quality targets
• To report any bug or issue in CRM
• Participate in ideation workshop and share improvement ideas
• Adaptable to learn new document type, process, concept and skills
• Ensure adherence to process guidelines as per agreed quality standard on all SOPs
• Ensure that the assigned targets are achieved as per agreed SLA
• Ensure adherence to Company Policies and Procedures
• Should be flexible to work in a 24/7 environment
• Employee Satisfaction, people development and morale.
• Process performance – as per KSFs over the month.
• Attrition within target levels
• Improvement in quality and productivity
• Customer Satisfaction

Any other essential function that may occur from time to time as directed by the Supervisor    

QUALIFICATIONS

• Matric

REQUIRED SKILLS

• Management Experience

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JOB DESCRIPTION

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

QUALIFICATIONS

• Good computer navigation skills
• Typing speed of 30 Words per Minute with 95% Accuracy 
• Well versed with basic functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work and collaborate effectively with internal customer
• Preferred knowledge of medical terminology
• Preferred ability to make sound decisions under the direction of Supervisor
• Preferred ability to analyze and resolve problems with minimal supervision
• Ability to navigate multiple systems and applications 
• Ability to produce high quality outcomes in a highly productive environment.
• Ability to make sound judgments based on available information.
• Excellent written and oral communication skills 
• Strong critical thinking skills and attention to detail
• Experience in using email and Web-enabled applications

REQUIRED SKILLS

• Microsoft Office Suite
• Supervisor skills set within legal and HR field