Job Openings at EXL South Africa

Job Description

• Professionals in this group are responsible to manage inbound calls , queries via email and chat and customer service enquiries. Individuals identify and assess customer�s needs and work with the team to resolve issues.
• Responsibilities
• Team & Performance Management
• Lead and manage a team of agents to achieve productivity and quality targets.
• Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
• Set clear goals, KPIs, and performance expectations.
• Recognize high performance and implement strategies to reduce attrition.
• Operational Excellence
• Manage day-to-day call operations, ensuring adherence to service level agreements.
• Prepare and present performance and operational reports to management and clients.
• Participate in recruitment, onboarding, and training of new team members.
• Ensure compliance with company and client policies.
• Customer Service & Quality Assurance
• Oversee customer interactions to ensure professionalism and quality.
• Address escalations and resolve issues promptly.
• Implement process improvements to enhance service delivery.
• Reporting & Analytics
• Collate, analyze, and present process-level data for decision-making.
• Maintain MIS reports and ensure accuracy and timeliness of submissions.
• Support automation and efficiency improvements in reporting processes.

Qualifications

• Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).
• Utilities experience preferable
• At least 2 years’ experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.
• Strong leadership, communication, and client-facing skills.
• Solid understanding of performance management and operational excellence principles.
• Proficiency in MS Office and MIS reporting tools preferred.

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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.

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Job Description

• Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.

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.
• 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.

Qualifications

• General Skills
• 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.

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.
• Work Experience
• Minimum 2 years hands-on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin/Impact 360, IEX, or similar.

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Job Description

• This opportunity involves delivery to drive overall performance and manage key UK Banking and Finance voice processes. This opportunity will help with supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
• You will be required to be flexible regarding shift times for this process based on business need.

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 aligned to EXL values for the culture
• Performance Monitoring:
• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.
• 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.
• Performance management
• Ensure compliance to EXL policies and procedures

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.

Qualifications

• Matric
• Minimum 2 Year Experience as Team Leader within BPO
• Availability to start 5 January 2026