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  • Posted: Jan 7, 2026
    Deadline: Not specified
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  • EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
    Read more about this company

     

    Senior Manager

    Job Description

    • Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations

    Essential Duties & Responsibilities:

    • Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients.
    • Effectively leads and mentor the team to support Ops.
    • Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform.
    • Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output.
    • Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
    • Ensures the business targets in-terms of KPI/SLA are met along with the financials goals
    • Develop processes, scorecards and performance plans for effective team management.
    • Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback

    Job Specifications (Qualifications, Skills and Experience)

    • Minimum Work Experience: 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities.
    • Skills Requirements: Strong sense of personal stake and urgency in day to day management.
    • Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
    • Ability to foresee, dissect and fix problems using data-driven approach and common sense.
    • Appetite for challenges; driving projects, improvement opportunities, maturity models etc. 
    • Effectiveness in presenting to and persuading different levels in the organization. 
    • Experience in creating compelling analysis, reports for clients, internal reviews. 
    • Must demonstrate thorough, swift and decisive approach to problem solving.
    • Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.
    • Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
    • Must be tactically involved and hands on where needed.
    • Ability to motivate, retain and attract talent.
    • Flexible with extending shifts when needed

    Responsibilities

    • Lead, coach, and develop a team of MIS/WFM Supervisors and Analysts supporting multiple clients and sites.
    • Drive end-to-end delivery of MIS and WFM reporting, ensuring accuracy, timeliness, and data integrity.
    • Oversee forecasting, capacity planning, scheduling, and real-time management to optimize resource utilization.
    • Partner with Operations and Client stakeholders to ensure KPIs, SLAs, and business targets are consistently achieved.
    • Review and validate all MIS outputs, dashboards, and reports before submission to internal and external customers.
    • Monitor financial performance, identify improvement opportunities, and implement data-driven solutions to achieve efficiency and cost targets.
    • Develop, standardize, and implement reporting processes, scorecards, and performance management frameworks.
    • Drive continuous improvement initiatives through process reengineering, automation, and performance analytics.
    • Serve as a key liaison between Operations, Clients, and Senior Management for reporting insights and strategic discussions.
    • Ensure compliance with data governance, security, and confidentiality standards across all MIS and WFM activities.
    • Motivate, retain, and grow team talent through effective performance management, feedback, and career development initiatives.
    • Maintain flexibility in managing shifting priorities, business demands, and extended support requirements when needed.

    Qualifications

    • Any Graduate 
    • Experience (In Years)3-6

    go to method of application »

    Executive

    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.
    • Experience (In Years)0-3

    Method of Application

    Use the link(s) below to apply on company website.

     

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