Senior Associate – Operations at WNS (Holdings) Limited

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader, serving over 400 clients worldwide through operational excellence and deep industry expertise across multiple sectors. Operating in South Africa since 2003, WNS is a recognized leader in Business Process Outsourcing (BPO), with eight delivery centers and a workforce of 4,000+ employees.

At WNS, we prioritize employee growth through clear roles, continuous coaching, structured career development, and a strong culture of performance, engagement, and social impact driven by the WNS Cares Foundation.

Job Description

The Senior Associate – Operations will be responsible for managing inbound call center activities, handling general enquiries from Ampath patients through both calls and email communication. The role requires delivering accurate information, maintaining service quality standards, and ensuring a professional and empathetic customer experience at all times.

Key Responsibilities

• Handle inbound calls and email enquiries from Ampath patients in a professional and timely manner

• Provide accurate information and resolve general enquiries effectively

• Adhere to established service level agreements (SLAs), quality standards, and operational procedures

• Maintain accurate records of all customer interactions

• Consistently achieve individual and team performance metrics

Qualifications & Requirements

• Matric (Grade 12) qualification

• Minimum of 12 months call centre experience, preferably within PEP

• Proven track record of meeting or exceeding performance metrics

• Clear phasing records

• Strong communication and customer service skills

This role is ideal for individuals with solid call centre experience who are committed to service excellence and operational performance.