Jobs at EXL South Africa

Job Description

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. 
• 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

• Proficient level of written and spoken English
• 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

• 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 updatingrience making outbound calls or handling calls for UK clients

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Job Description

• The MIS is responsible for collecting, analyzing, maintaining, and reporting performance and payroll-related data to operations and other stakeholders.

Responsibilities

Essential Functions:

• Assist Operations team with performance management
• Provides analysis for process improvement
• Prepare reports for Business Reviews to internal stakeholders and clients on a Program-level
• Monthly Ops interaction for metric calibration
• Template and tracker creation
• Scorecards and dashboards maintenance
• Data collation for reports generation
• Processing of internal movement requests
• Tracking of P4P, Milestone and other process incentive programs
• Payroll data processing
• Any other duties as requested by the MIS Manager and Operations leaders

Technical Skills:

• Advance to Expert Knowledge on MS Excel and MS Access
• Basic Knowledge on other MS Office Application
• Advance Knowledge on VBA
• Basic Knowledge on SQL

Soft Skills:

• Ability to work in a continually challenging environment
• Self-initiated and zeal for continuous improvement

Functional:

• Demonstrates ability to perform tasks in a timely and accurate manner
• Demonstrates strength in the area of mathematics

Leadership:

• Fosters a spirit of collaboration and team work

General:

• Quantitative and qualitative ability
• Conformance to policies / compliances training skills and eye for details
• Excellent Logic and Reasoning
• Good written and verbal communication Skills.

Qualifications

Requirements:

• Minimum 1 year of relevant experience in MIS/WFM. 
• Matric/Grade 12 

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Job Description

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
• 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

Responsibilities

• 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
• 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
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report

Qualifications

• Lean Six Sigma Yellow Belt Certified (highly preferred)
• Good to have Green Belt certification/training (preferred)
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report
• Band A2 in Quality Excellence apply for (12-month tenure) - Compulsory
• Band B1 in Quality Excellence can apply for lateral movement (12-month minimum tenure) -Compulsory            
• Performance rating of 3.5 or higher in the last appraisal cycle 
• Clear Disciplinary Record 

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Job Description

• The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of EBU areas and have quality control and assurance related improvements and performance. Manage a team of Manager/Sr. Manager, LAM, AM within the vertical.
• Responsible in establishing and monitoring quality control measures, conducting regular calibration exercises, and facilitating quality huddles.

Responsibilities

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience. 
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement. 
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements. 
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical

Qualifications

• Graduate in any stream Minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 3+ years of experience in collections
• Must have 3+ years of direct team management experience with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 3 years of relevant experience in BPO
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution

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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

• Oversee the day-to-day operations, customer service, and quality control (Focused towards BackOffice Processes), Maintain and improve as per SLAs /KPIs over the month at a process level(Focused towards Back Office Processes)
• Ensure that all processing is completed in a timely and accurate manner, with a focus on meeting or exceeding service level agreements

Responsibilities

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. nteract with clients and process owner on a regular basis to review progress,recommend action plan and suggest improvement

Qualifications

• Graduation 5+Year
• Required Ski