About this role
EXL (NASDAQ
EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
Professionals in this group are responsible to manage inbound calls, queries via email and chat and customer service enquiries. Individuals identify and assess customers' needs and work with the team to resolve issues.
Team & Performance Management
- Lead and manage a team of agents to achieve productivity and quality targets.
- Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
- Set clear goals, KPIs, and performance expectations.
- Recognize high performance and implement strategies to reduce attrition.
Operational Excellence
- Manage day-to-day call operations, ensuring adherence to service level agreements.
- Prepare and present performance and operational reports to management and clients.
- Participate in recruitment, onboarding, and training of new team members.
- Ensure compliance with company and client policies.
Customer Service & Quality Assurance
- Oversee customer interactions to ensure professionalism and quality.
- Address escalations and resolve issues promptly.
- Implement process improvements to enhance service delivery.
Reporting & Analytics
- Collate, analyze, and present process-level data for decision-making.
- Maintain MIS reports and ensure accuracy and timeliness of submissions.
- Support automation and efficiency improvements in reporting processes.
- Minimum Grade 12 / Diploma / Graduate
- Utilities experience preferable
- Strong leadership, communication, and client-facing skills.
- Solid understanding of performance management and operational excellence principles.
- Proficiency in MS Office and MIS reporting tools preferred.
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets