Process Trainer - Insurance Contact Centre (US Hours)

WNS; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

WNS, a global BPM leader, seeks professionals to support the customer service team in Cape Town, fostering a positive, people-focused work environment.

You will identify barriers to performance, work with team leaders, analyze data to drive improvements, and assist in onboarding with Training & HR collaboration.

Qualifications

• A Matric/Grade 12 Certificate or equivalent.
• A minimum of 3 years insurance experience.
• Proficiency in Word, Excel & Outlook.
• Excellent interpersonal and communication skills.
• Strong numerical ability.
• Strong administrative and organizational skills.
• Customer-centric attitude.
• High attention to detail and accuracy.

Responsibilities

• Support the customer service team to build a positive, people-focused environment.
• Identify and communicate barriers to performance and service delivery.
• Conduct analysis and insights based on data to drive process improvements.
• Share best practices between teams to boost efficiencies.
• Assist in schedule adherence and process improvements.
• Support the onboarding journey with training and HR.
• Provide agile training through quality feedback sessions.

Skills

Communication skills

Numerical ability

Administrative skills

Customer focus

Attention to detail

Education

Matric/Grade 12

Tools

Word

Excel

Outlook

Job description

Company Description

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 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.Why join us?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 Description

We 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 Excellence Identifying and communicating barriers to performance/service delivery to the operational leaders

Contribute in regular meetings with team leaders and agents in regards to efficiencies Conduct analysis and insights based on consolidated data to enhance process improvements Share best practice between teams to support operational efficiencies

Continually examine opportunities for improvements and adherence to schedule

Support team when needed maintain product knowledge through call taking

Will be required to take calls Development Journey

Agile training through Quality feedback sessions

Training employees in systems and products when required

Working closely with Operations Support, Training & HR to support the new starter journey

Qualifications

A Matric/Grade 12 Certificate or equivalent. A minimum of 3 years insurance experience Additional Information

Job-related Knowledge, Skills & Competencies Require

Proficiency in the following Microsoft packages (Word, Excel & Outlook)

• Excellent interpersonal and communication skills Strong numerical ability Strong administrative and organizational skills Customer centricity High attention to detail and accuracy other factors that will be considered: Engagement Communication skills Problem Solving Planning & Organizing Risk Management Incident Management Data Analysis Stakeholder Management Client Communication Report writing Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Attention to detail