Sr Associate - Operations

  • Full-time

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.

We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

• Answer incoming calls and respond to customer queries

• Research and resolve customer issues using the tools and applications provided

• Identify and escalate issues to supervisors wherever necessary

• Document all calls as per the standard operating procedures

• Follow up on customer calls wherever necessary

• Identify and escalate to management any deviations observed in the call trends

• Maintain expected Quality Targets

• Must ensure the Average Handling Time, Average Speed of Answer and Answer Rate targets are met

• Meet internal Production, Utilization and Productivity target


• Graduate from a recognized university

• Proficient in computer applications

• Knowledge of customer service practices

• Excellent listening, verbal and written communication skills

• Good logical, analytical and problem solving abilities

• Attention to detail and accuracy

• Good interpersonal skills and strong client focus

• Ability to communicate clearly, concisely and effectively

• Life insurance/claims processing knowledge preferred

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