Open Roles at EXL South Africa

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

Requirement: 

• 6 month's+ International Call Center Experience
• 6 month's+ Collections Experience
• Grade 12
• Crim and Credit Clear
• Proficient level of written and spoken English. 
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Negotiation and influencing skills

Description: 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. 
• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. 
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes. 
• Negotiate payment and repayment plans, assessing customer needs and financial circumstances, whilst addressing missed payments or arrears.
• 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

• 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

• Grade 12
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating 
• Making outbound calls or handling calls for UK clients

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Job Description

Requirements:

• Grade 12 (Mandatory)
• 6+ Months Call Centre experience 
• Great articulation of the English language (spoken and written) 
• Clear criminal and credit record

Description:

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them. 
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary. 
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management. 

Responsibilities

• Experience making outbound calls or handling calls for UK clients
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills

Qualifications

• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• SA Citizen
• Grade 12 (Mandatory)

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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

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Responsibilities

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Qualifications

• Good computer navigation skills
• Typing speed of 30 Words per Minute with 95% Accuracy 
• Well versed with basic functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work and collaborate effectively with internal customer
• Preferred knowledge of medical terminology
• Preferred ability to make sound decisions under the direction of Supervisor
• Preferred ability to analyze and resolve problems with minimal supervision
• Ability to navigate multiple systems and applications 
• Ability to produce high quality outcomes in a highly productive environment.
• Ability to make sound judgments based on available information.
• Excellent written and oral communication skills 
• Strong critical thinking skills and attention to detail
• Experience in using email and Web-enabled applications