Associate - Operations

Job Description

Roles & Responsibilities:

• 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 or Hybrid as specified by business / process.

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

Qualifications

• Experience of minimum 1 year of contact center experience is required.
• Highschool diploma.
• English B2 (SVAR and WriteX score of 55 - 58)

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.