Jobs at EXL South Africa

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

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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.
• Experience (In Years)0-3