Job 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.

Team Manager for Insurance campaign

Lead a Team of Customer service reps to deliver world class customer experience. Coach, support, drive and engage with you team to deliver the best results in KPIS and SLAs

Main purpose

To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly

Responsibility

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gathering information to analyze problems and generate solutions in taking the initiative by going beyond job remit and identify areas for improvement with a “can do” attitude
• Understands the Business in that you are aware of the business strategy, products, service and organizational structure.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others so as to ensure that the overall goals and objectives are met
• Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Qualifications

Matric