Job Openings at EXL South Africa

Job Description

• Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact centre.
• With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment.
• Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• 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

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Receive inbound calls from policyholders in a contact centre 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.
• Increase customer retention, loyalty and build a credible reputation 
• Comprehend and adhere to the company and department standards, policies and procedures 
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards 
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction 
• 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.
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria. 

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 9+ months customer service experience and/or
• 9+ months call centre experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• 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.
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL.   
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria. 

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Job Description

• The successful candidate will be working within the Collections Team. They will be responsible for making outbound calls and taking inbound collections calls. They will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don’t want to pay.
• They will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you’re delivering the right options and outcomes for both BG and their customers

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track
• Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
• Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
• Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
• Take ownership of customer issues and work hard to find solutions
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Ensure all tasks are completed to a high standard with attention to detail 
• Any other tasks as deemed required by their Line Manager 
• Ensure that the calls are handled as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6-12 months call centre experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 

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Job Description

Basic Functions:

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. 
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

Responsibilities

Essential Functions:

• Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
• Ensures workforce management process and procedures are in place and followed
• Conducts performance appraisals of direct reports periodically
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans 
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow. 
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
• Performs routine audits of call center reports to ensure accuracy and integrity is maintained 
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions 
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance 
• Ensures regular coaching, feedback and recognition is being done with the direct reports

Qualifications

Minimum Requirements:

• Matric/ Grade 12 
• Must be able to work US hours (Shifts between 1pm and 12am)
• Minimum of 5 years experience in workforce management 
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends

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Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
• Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial.
• Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims.
• Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns.
• Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met  
• Ensure that the quality of the transactions is in compliance with predefined parameters  
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

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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

Responsibilities

• 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

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Responsibilities

Essential Functions:                                                                                                   

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation 
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%) 
• Employee satisfaction (10%)
• Attrition management (25%) 

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

Primary Internal Interactions:

• VP Operations.
• HR & Training (Recruitment, HR & Training)
• Migrations Team
• Facilities
• Technology
• Process Leadership
• BD and Marketing

Primary External Interactions:

Client Interactions:

• Business owners
• Procurement governance
• Work Force Management team
• Quality Assurance team 

Managing Teams: 

• Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

Developing Strategies: 

• Creating and implementing strategies to achieve organizational goals, analyzing data, and identifying growth opportunities.

Leading Initiatives: 

• Coordinating with other departments, managing budgets, and ensuring projects are completed on time and within budget.

Decision Making: 

• Making significant decisions that impact the company, evaluating risks and benefits, and consulting with other leaders.

Communicating with Stakeholders: 

• Presenting information, answering questions, and providing updates to employees and customers
• Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Qualifications

Essential Requirements:

• Credit Clear and Criminal Clear

Education Requirements:

• Matric
• Preferably a Post-Graduate 

Work Requirements:

• Overall 5 years of work experience in Business Process Off-shoring
• Must have 3 years Senior Operations Management / Head Of Operations Experience

go to method of application »

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.

go to method of application »

Job Description

• Responsible for managing the full cycle of the recruitment process, ensuring the company attracts and hires the best talent.
• This role involves collaborating with hiring managers to define job requirements, sourcing candidates, conducting interviews, and ensuring a smooth onboarding process.
• The Talent Acquisition Specialist also plays a key role in employer branding and improving recruitment strategies to meet business needs.

Requirements :

• Passed Grade 12
• 6+ months administration experience and/or 
• 6+ months recruitment experience 

Responsibilities

Essential Functions

• Job Analysis & Strategy: Collaborate with hiring managers to define job specifications and ensuring alignment of the job role requirements
• Sourcing Candidates: Use job boards, social media, referral drives, and headhunting to find potential candidates.
• Screening & Interviewing: Review resumes, pre-screening interviews, and assessing candidate’s competency via an assessment tool
• Coordinating Interviews: Schedule and manage interviews between candidates and hiring teams.
• Offer Negotiation: Facilitate discussions around salary, benefits, and start dates.
• Ad hoc & Compliance task: 100% compliance on all finalized candidates before offer is extended, 

Qualifications

• Minimum 6 months 360 recruitment experience
• Experience in a Consultancy or BPO industry will be advantageous
• Grade 12 – minimum requirement
• Graduate with a diploma in related field or Postgraduate with specialization in Human Resources will be advantageous

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Job Description

• The intake agent will receive and review the fax images and start data entry in the system.
• Validate and verify the provider and member using all compliance metrics.
• Create the precert case and route the case to the appropriate bucket for initial or final review.
• Attach the fax for existing precert cases needing additional information.  
• Intake agent needs to determine whether case should be cancelled or build
• Investigate previous case history to determine case outcome
• Fax back providers
• Research certain drugs
• Data capture from system to template.

Responsibilities

• Navigate through multiple systems / applications for data gathering
• Proficiency with computer skills (navigating multiple systems and keyboarding)
• Understand the goals and standards to ensure that quality and productivity standards are met
• Accurate and timely updating of the database
• Meet the agreed upon KPIs as per the operational definitions and targets
• Participate in the User Acceptance Testing as needed
• 98% - 100% attendance during training/nesting period is required
• Tying speed – 25-30 words/minute with 90% accuracy
• Must be flexible to work hours with Monthly work schedules changes

Qualifications

• Education Level - High School Graduate (NSC

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Job Description

• Support with Member queries for Healthcare Client

Responsibilities

• Support with Member queries for Healthcare Client

Qualifications

• 6 month Call Centre and Grade 12 Pass

go to method of application »

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.

go to method of application »

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

Responsibilities

• 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