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Infosys Off-Campus Recruitment Drive

 Designation: Process Executive

Career Stream : BPO Operations

Date & Venue: 26th & 27th May 2014,Calicut University Campus

Purpose of the Role
 
Executes transactions as per prescribed guidelines and timelines and follows all predefined procedures WITH THE OBJECTIVE to meet SLA target and to ensure that the performance parameters are met and exceeded WITHIN the  guidelines, policies and norms of Infosys

 
 Educational Qualification* and Experience Requirements
 
Educational Qualification* Engineering Graduate CA / Tier MBA* Non Engineering Graduate PhD
Minimum No. of Years NA NA 0-1 years exp NA
*Categorized based on Infosys recognized list of colleges and courses

For Higher Proficiency
Educational Qualification* Engineering Graduate CA / Tier MBA* Non Engineering Graduate PhD
Minimum No. of Years NA NA NA NA
 
Criteria for Proficiency Level 2
 
Minimum Experience:    Min 1 year as PE.                                                                        
Knowledge: Proficient in generic domain knowledge i.e. the basic principles from a functional /business perspective e.g. Basics of Accounting, Procurement, Telecom etc.                                                                                              
Additional Tasks: Provides Support to TL in engagement activities like training, Logistics, Acting as Spoc,etc.

Areas of Responsibility
 
  1. SLA Compliance:
In a data process - Executes transactions as per prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process (the nature of the transaction would depend on the process) IN ORDER TO meet SLA targets
In a voice process - Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded IN ORDER TO meet SLA targets
 
  1. Process Compliance:
In a voice process - Effectively executes calls of the clients customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization IN ORDER TO meet quality standards
In a data process - Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed; Ensures appropriate documentation of the upshot from the last transaction on the clients’ account as per the prescribed format. IN ORDER TO meet quality standards.
 
  1. Customer Interaction:
Resolves individual cases that need re-work IN ORDER TO ensure high C-Sat / NPS score from the end user.
 
  1. Knowledge Management:
Shares experiences IN ORDER TO facilitate capture of tacit knowledge
 
  1. Process Reengineering:
Delivers on the new process / approach IN ORDER TO meet client / internal goals
 
Knowledge, Skills required for the role
 
Knowledge:NA
 
Skills:Analytical skills, communication skills.
 
 
 
Performance Measures
 
  1. SLA Compliance:
SLA Compliance
Voice process-
No. of calls handled
No. of issues resolved
Average call handling time
 
  1. Process Compliance:
Individual quality score
 
  1. Customer Interaction:
C-Sat / NPS score
 
  1. Knowledge Management:
No. of experiences shared
 
  1. Process Reengineering:
SLA targets

 
 
Candidates should bring 2 sets of self attested photocopies of below mentioned documents along with originals to test venue
  • Photo ID Card( Pan card / Passport / Driving License / Passport / Voter ID),
  • Mark sheets of Highest Degree (for all the semesters), XIIth , Xth
  • Degree Certificate/s,
  • Resume,
  • Two passport size colored photo.
Forward your resume to careers@bigleaponline.com mention company name as subject line