Operations Associate
hace 1 semana
**About Us**
WNS Global Services is a leading Business Process Management (BPM) company, providing operational excellence to global clients. Our expertise spans key industry verticals, including Banking and Financial Services, Consulting, Healthcare, Insurance, Manufacturing, Retail, Shipping and Logistics, Telecommunications, Travel, and Utilities.
We have a strong presence in North America, South America, and Europe, serving various industries like Retail, Consumer Packaged Goods, and Insurance. Our team in Costa Rica has been instrumental in delivering scalable and functional services since 2009.
**Our Mission**
At WNS, our mission is to empower clients to outperform through our passion for service and innovation. We pursue an in-depth understanding of each client's business, creating impactful solutions that drive agility and excellence into their processes.
**Client Engagement**
Our client engagements are guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, and Excellence. We promise employees role clarity, coaching, mentoring, professional development, and structured career paths through our 5 people promises, prioritizing employee experience.
Job Role and Responsibilities:
- Handle inbound calls from customers/agents to resolve queries on their accounts.
- Provide excellent customer service on insurance policy-related transactions – new business, renewals, amendments, enquiries, etc.
- Meet/exceed business Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), Quality, Productivity, Average Handling Time (AHT), or other metrics specified by the business/process.
- Work in a 24x7 environment, with split shifts and rotational duties.
- Be willing to work from the office.
Skills Required:
- A solutions-focused mindset and helping nature.
- The ability to adapt to adversity, business challenges, and changing requirements.
- Demonstrate working in a positive and fulfilling work environment with minimal supervision.
- High proficiency in verbal and written English (a neutral accent is preferred).
- Strong multi-tasking abilities.
- Attention to detail and accuracy.
- Numeracy, product knowledge, and telephone etiquette.
Qualifications:
- Minimum 1 year of contact center experience required.
- English B2 level (SVAR score of 55-58).
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