Vacant Positions at EXL South Africa

Job Description

• The intake agent will receive and review the fax images and start data entry in the system. 
• Validate and verify the provider and member using all compliance metrics. 
• Create the precert case and route the case to the appropriate bucket for initial or final review. 
• Attach the fax for existing precert cases needing additional information. 
• Intake agent needs to determine whether case should be cancelled or build  Investigate previous case history to determine case outcome  Fax back providers 
• Research certain drugs 
• Data capture from system to template.

Responsibilities

• Navigate through multiple systems / applications for data gathering 
• Proficiency with computer skills (navigating multiple systems and keyboarding) 
• Understand the goals and standards to ensure that quality and productivity standards are met 
• Accurate and timely updating of the database 
• Meet the agreed upon KPIs as per the operational definitions and targets 
• Participate in the User Acceptance Testing as needed 
• 98% - 100% attendance during training/nesting period is required 
• Tying speed – 25-30 words/minute with 90% accuracy
• Must be flexible to work hours with Monthly work schedules changes

Qualifications

• Education Level - High School Graduate (NSC

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Job Description

• The Assistant Manager is responsible for supervising, training, and guiding a team of agents. The role involves monitoring performance, ensuring customer satisfaction, and implementing strategies to improve service quality and efficiency.

Responsibilities

Role/Responsibility: 

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction

Team Management:

• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.

Performance Monitoring:

• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.

Customer Service:

• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.

Operational Duties:

• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.

Training and Development:

• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.

Process/Functional level data collation and reporting to Internal and External clients:

• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed. 
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment. 

Qualifications

Education Requirements:

• Grade 12

Work Experience Requirements:

• Minimum of 3 years operations work experience within a BPO/ Offshoring team

 Competencies & Skills:

• Prior BPO Assistant Manager experience (compulsory)
• People management and leadership skills  Reasonable level of business perspective regarding the internal functioning
• Appreciation of the domain needs of the process and its key drivers
• Good Client facing skills

Values & Behavior:

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented

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Job Description

• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly. 
• 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
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Responsibilities

Responsibilities are not limited to the enclosed

• 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

Minimum Requirements: 

• Grade 12 (Mandatory)
• months call centre experience
• months collections experience 
• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written)

go to method of application »

Job Description

• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• 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.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Responsibilities

Responsibilities are not limited to the enclosed 

• 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

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6+ months call centre experience 
• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding  or at any point during your employment at EXL.