Open Roles at EXL South Africa

JOB DESCRIPTION

The focus will be on executing the people strategy and related initiatives to ensure an inclusive environment, aligned to the business objectives for South Africa. Responsible for supporting the full employee life cycle, including; talent development, performance management, leadership development, employee engagement & retention. Effective connects with leadership ensuring relevant talent related, data supported, updates. 

Robust interpersonal skills, keen business acumen, to deliver excellent HR services, building strong partnerships, and maintaining alignment with the company culture and values.

QUALIFICATIONS

• Matric
• Bachelor's degree or HR related certification
• Minimum of 5 years of HR experience, ideally in BPO industry (but not essential)
• 3+ years experience as a HR business partner
• Insurance Industry knowledge / experience

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JOB DESCRIPTION

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. 
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

QUALIFICATIONS

• Candidate must possess at least a Bachelor’s/College Degree
• 4 years minimum experience in Workforce Management
• Dialer experience for outbound campaigns a must
• Excellent skills in forecasting, scheduling and real-time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends

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JOB DESCRIPTION

In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

QUALIFICATIONS

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities