WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.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. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.Job DescriptionWe are looking for professional, high performance individuals, with sound leadership and problem-solving skills, to support the customer service team while building a positive, people-focused environment.Key Responsibilities :Operational ExcellenceIdentifying and communicating barriers to performance/service delivery to the operational leadersContribute in regular meetings with team leaders and agents in regards to efficiencies Conduct analysis and insights based on consolidated data to enhance process improvementsShare best practice between teams to support operational efficienciesContinually examine opportunities for improvements and adherence to schedule Support team when needed maintain product knowledge through call takingWill be required to take callsDevelopment JourneyAgile training through Quality feedback sessionsTraining employees in systems and products when requiredWorking closely with Operations Support, Training & HR to support the new starter journey QualificationsA Matric/Grade 12 Certificate or equivalent.A minimum of 3 years insurance experienceAdditional InformationJOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIREProficiency in the following Microsoft packages (Word, Excel & Outlook) •Excellent interpersonal and communication skillsStrong numerical abilityStrong administrative and organizational skillsCustomer centricityHigh attention to detail and accuracy other factors that will be considered:EngagementProblem SolvingData AnalysisStakeholder ManagementClient CommunicationSound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)OTHER SPECIFIC REQUIREMENTSOwn vehicle with a valid driver’s licenceMust be able to travel across multiple sitesMust be able to work evening hoursNote -Afternoon and night shifts – Monday to Sunday (rotational shifts)Candidates are required to have fibre or live in a fibre enabled area.#J-18808-Ljbffr