Associate - Operations

WNS Global Services

6d • Hybrid

About The Position

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries. This role involves handling inbound calls from customers/agents to resolve queries on their accounts, specifically related to processing insurance policy transactions such as new business, renewals, amendments, and general inquiries. The position requires providing excellent customer service and meeting or exceeding key performance indicators (KPIs) like Net Promoter Score (NPS), Quality, Productivity, and Average Handling Time (AHT). The role operates in a 24/7 environment with split shifts and rotational shifts, and may require working from the office or in a hybrid model.

Requirements

• Solutions mind-set, helping nature, passion to drive excellent customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• Ability to demonstrate working in a positive and fulfilling work environment with minimal supervision.
• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US).
• Strong ability to multi-tasking.
• Efficient in internet, computer usage, typing and web-based application skills.
• High attention to detail and accuracy.
• Numeracy, Products & Telephone etiquette.
• Minimum 1 year of contact center experience.
• Highschool diploma.
• English B2 (SVAR and WriteX score of 55 - 58).

Responsibilities

• Handling inbound calls from customers/agents to resolve queries on their accounts.
• Providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents.
• Meeting/exceeding business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process.
• Working in a 24/7 environment, spilt offs and rotational shifts.
• Working from office or Hybrid as specified by business / process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED