Lead Associate - Operations

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

• Role involves handling inbound calls from customers/agents to resolve queries on their accounts
• Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents
• Should meet/exceed business KRAs  - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts
• Should be willing to work from office

Skills required:

• 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
• Has the 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
• Essential: Numeracy, Products & Telephone etiquette
• English B2 (SVAR score of 55 - 58)
• Bachelors degree 1 year experience in a leadership role in customer service industry