Job Vacancies at EXL South Africa

Job Description

• We are seeking a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across our operations. This business- and client-facing role is critical in supporting business growth, driving operational excellence, and delivering value to both the organization and its clients.
• The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met.

Responsibilities

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Qualifications:

• Graduate or higher; Master’s degree is a plus.
• 12–14 years of relevant industry experience, including large-scale operations management.
• Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.

Required Skills & Experience:

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
• Familiarity with project management methodologies.
• Excellent communication skills, capable of engaging stakeholders at all levels.
• Understanding of enterprise business processes, IT operations, and IT processes.
• Proficient in MS Office, MS Project, and Visio.
• Experience managing large-scale operations (5,000–10,000 end users).
• Experience with new implementations, transitions, and Greenfield setups preferred.
• Must be able to work US Hours from the office (Earliest shift: 11:00 AM – 8:00 PM SAST and Latest shift: 2:00 PM – 11:00 PM SAST)
• Must be based in Cape Town

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Job Description

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 industry domain being aligned to healthcare
• 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 team work
• Ability to relentlessly pursuing 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

• Graduate in any stream
• 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 in BPO / ITES industry
• Minimum 5 year in the current role/assignment

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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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Job Description

• An Engagement Lead is responsible for bringing two target audiences together in a better relationship. This could mean serving as a Membership Engagement Manager, whose primary responsibility is to successfully manage the relationship between the dues-paying members or volunteers in an organization and the organization’s mission and purpose.
• Or, it could require working as a representative of a company, engaging with job applicants and in the marketplace, in order to build the goodwill that attracts top talent.
• There are Engagement Specialists working to improve client relationships within a corporate setting. Their job is to reduce client churn, while possibly upselling new services to existing clients. Engagement Specialists also work on large client projects where the success of their company’s deliverable depends on the buy-in of all client stakeholders. In a business, the Engagement Specialist may be working actively to help positively influence corporate culture and to ultimately retain talent.
• The work of an Engagement Specialist in any of these roles requires the ability to influence the experience of the target audience. The role may include troubleshooting any problems between the target audience and the sponsoring organization.
• The Engagement Specialist must work to understand the unique perspective of the target audience, and their wants, needs, and priorities, in order to improve their interaction with the company or organization. The role typically requires the development of an engagement plan that could include activities designed to build these relationships. The role may also require service delivery, and budget or project management. They may handle billing or invoicing or even work with HR to develop employee engagement programs. Typically, they must identify potential partners in these endeavors. They may spend time educating a target population or coordinate activities to reach this target audience.
• The Engagement Specialist will identify and utilize tools designed to improve the relationship between provider and audience. They will collaborate closely with cross-functional teams. They may also analyze data to determine which audience engagement techniques are succeeding and which ones need to be revamped.
• This work may require travel off-site, and it usually requires a lot of client-facing (or candidate-facing) time.

Responsibilities

• As an Employee Engagement Lead, primary responsibilities include creating a positive work environment by developing engagement strategies such as employee recognition programs and team building activities supported by the collaboration with respective client areas, leaders and HR and support groups.

Skills Include: 

• Creativity in developing programs and methods for engaging an audience toward the success of a goal
• Relationship-building skills with business leaders, the community, and the target audience of employees, clients, or others
• Organizing, including the ability to manage multiple projects and tasks simultaneously
• Empathy, using skills that allow the Engagement Specialist to determine what is most important to their target audience, and then working to deliver on an organizational promise
• Engaging, having a natural like of people, a knack for leading, and sales skills that help engage others in goals

Engagement Leads should also be:

• Interested in learning new things
• Flexible, dynamic, and engaging, with strong interpersonal skills
• A team player with the ability to forge new partnerships that bridge people and organizations
• Able to prioritize under deadline pressure
• Responsive to requests from clients, employees, or management
• Experts in delivering outcomes, achieving goals, and solving problems
• Strong communicators with skills in writing and public speaking
• Excellent with time and task management skills
• Able to work independently
• Able to see the big picture as well as the small details

Qualifications

Minimum Requirements:

• Matric/ Grade 12
• A minimum of 2 years in an employee engagement role. 

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Job Description

• CCaaS Voice Manager – Responsible for managing and supporting cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions.
• The role oversees CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives while leading a team of enoc engineers and partnering with business and client stakeholders.
• CCaaS Voice Manager (with Dialer Experience) – Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions.
• The role oversees CCaaS operations, telephony infrastructure, dialer campaigns, SIP/VoIP integrations, vendor management, and service delivery while ensuring platform stability, regulatory compliance, and operational excellence.
• The ideal candidate should have experience with cloud contact center technologies, outbound dialing platforms, and customer engagement solutions, along with strong leadership and stakeholder management skills.

Responsibilities

Responsibilities – CCaaS Voice Manager (with Dialer Experience)

• Lead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance.
• Manage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives.
• Oversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations.
• Drive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions.
• Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements.
• Monitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks.
• Lead incident, problem, change, and release management activities for voice and contact center technologies.
• Ensure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies.
• Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms.
• Analyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency.
• Develop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes.
• Manage vendor relationships, service providers, and technology partners to ensure effective support and delivery.
• Lead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement.
• Support business continuity, disaster recovery, and resiliency planning for contact center and telephony environments.
• Provide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps.

Qualifications

Qualifications – CCaaS Voice Manager (with Dialer Experience)

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.
• Minimum of 8–10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure.
• Minimum of 3–5 years of leadership or people management experience leading technical teams and service delivery functions.
• Strong hands-on experience with one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent.
• Proven experience managing outbound dialing solutions including predictive, progressive, preview, and manual dialer campaigns.
• Solid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures.
• Experience integrating contact center platforms with CRM, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions.
• Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices.
• Experience supporting large-scale, multi-site, or global contact center environments.
• Strong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations.
• Knowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations.
• Experience managing technology vendors, carriers, and third-party service providers.
• Excellent communication, stakeholder management, presentation, and client-facing skills.
• Ability to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives.
• Relevant certifications in cloud, contact center, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc.).

Preferred Qualifications

• Experience within BPO, Customer Experience (CX), Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries.
• Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms.
• Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives.

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Job Description

Requirement: 

• 6 month's+ International Call Center Experience
• 6 month's+ Collections Experience
• Grade 12
• Crim and Credit Clear
• Proficient level of written and spoken English. 
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Negotiation and influencing skills

Description: 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. 
• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. 
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes. 
• Negotiate payment and repayment plans, assessing customer needs and financial circumstances, whilst addressing missed payments or arrears.
• Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• 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

Responsibilities

• Active listening skills
• Assertive, empathetic, professional & courteous
• Experience making outbound calls or handling calls for UK clients
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

Qualifications

• Grade 12
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating 
• Making outbound calls or handling calls for UK clients

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Job Description

Responsibilities are not limited to the enclosed 

• Supporting customers across the wider business. 
• Provide world class customer service to both new and existing customers. 
• Provide Sales support to customers. 
• Continual learning of products/services. 
• Promote and sell products to new and existing customers 
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence 
• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance)
• Deliver accurate information on products and services to ensure consistency across the organization and provide trustworthy customer service 
• Identify and understand customer needs in order to provide a consistently high-quality service   
• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner 
• Increase customer retention, loyalty and build a credible reputation 
• Grade 12 (Mandatory)
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• Experience 12 months BPO experience
• Some post High School education preferred

Responsibilities

• They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.

Qualifications

• Graduate 1 - 3 Years

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Job Description

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.

Responsibilities

• Experience making outbound calls or handling calls for UK clients
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills

Qualifications

• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• SA Citizen
• Grade 12 (Mandatory)

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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

• Lead a departmental level team

Responsibilities

• Manage staff, monitor productivity, identify process improvements, and direct performance improvement.
• Prepare monthly management reports.
• Ensure inventory is current. Drive Revenue. Manage relationships with clients.

Qualifications

• B.E/MBA or equivalent 15 - 18 Years

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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

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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.

go to method of application »

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

• 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