Jobs at EXL South Africa

Job Description

• Ensure seamless onboarding experience for Healthcare new hires. The primary responsibilities include generating the final list of new hires, coordinating the Day Zero Cadence, managing pre-employment requirements and compliance, facilitating the induction process, endorsing pre-process training, engaging in weekly cadence meetings, and participating in the onboarding program's various phases.

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).
• 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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Responsibilities

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• Documented monthly performance review of Assistant Managers
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
• Mentor Agents and TLs for their growth and development
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Qualifications

• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.
• Grade 12/Graduation (in any stream) or diploma
• People management and leadership skills.
• Capability to conduct an appraisal discussion Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good Client facing skills. 
• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented.

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Job Description

• Responsible for managing the full cycle of the recruitment process, ensuring the comp 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 Generalist 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 
• “In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”

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 12 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