Full-Time Lead Associate - Operations
WNS Global Services is hiring a remote Full-Time Lead Associate - Operations. The career level for this job opening is Experienced and is accepting San Jose, Costa Rica based applicants remotely. Read complete job description before applying.
WNS Global Services
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Job Details
Role: Handling inbound calls from customers/agents to resolve account queries.
Customer Service: Providing excellent service on insurance policy transactions (new business, renewals, amendments, inquiries).
Key Performance Indicators (KPIs): Meeting or exceeding business KPIs (NPS, Quality, Productivity, AHT).
Work Environment: 24/7 availability, split shifts, and rotational schedules.
Skills:
- Solutions-oriented mindset
- Helping nature
- Passion for excellent customer experience
- Adaptability within the team
- Positive and fulfilling work environment
- High proficiency in verbal and written English (neutral accent preferred)
- Strong multitasking abilities
- Proficient in computer usage, typing, and web applications
- Attention to detail and accuracy
Essential Requirements:
- Numeracy
- Product knowledge
- Telephone etiquette
- English B2 (SVAR score of 55-58)
- Bachelor's degree
- 1 year of experience in a leadership role in customer service