Process Trainer - Insurance Contact Centre (US Hours)

About the role

WNS South Africa is looking for a Process Trainer for its Insurance Contact Centre covering US hours. The role supports the customer service team while building a positive, people-focused environment. It suits professional, high-performing people with sound leadership and problem-solving skills.

Key responsibilities

• Identify and communicate barriers to performance and service delivery to operational leaders.
• Take part in regular meetings with team leaders and agents on efficiency matters.
• Analyse consolidated data to improve processes and share best practice between teams.
• Look for improvement opportunities and help the team stay on schedule.
• Support the team and maintain product knowledge through call taking; call taking is required.
• Deliver agile training through quality feedback sessions and train employees in systems and products when needed.
• Work with Operations Support, Training and HR on the new starter journey.

Required profile

• Matric/Grade 12 certificate or equivalent.
• At least 3 years of insurance experience.
• Excellent interpersonal and communication skills, strong numerical ability, and good administrative and organisational skills.
• Customer centricity, attention to detail and accuracy, and problem-solving abilities.

Required skills

• Sound working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Data analysis, report writing, stakeholder management and client communication.