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Infosys BPM Limited Hiring for Process Executive – Customer Service Representative at Bangalore Full Time
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Educational Requirements Bachelor Of Technology
Transition Coordination: Process definition & documentation: Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process Operations: Manpower Training: Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioral. Operations: Resource Planning (People, Infrastructure etc.): Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance. Talent Management (People Management): Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team Knowledge Management: Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge
• Minimum of 12 months’ team handling experience with a reputed international BPO / BPM voice customer service or sales process. • Candidate should have handled a team size of minimum 10 + FTEs. • Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts. • Should have done performance appraisals in past. • Candidates with experience in UK banking credit card division will be preferable
Customer Service
Work Experience 2
Transition Coordination: Process definition & documentation: Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process Operations: Manpower Training: Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioral. Operations: Resource Planning (People, Infrastructure etc.): Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance. Talent Management (People Management): Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team Knowledge Management: Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge
• Minimum of 12 months’ team handling experience with a reputed international BPO / BPM voice customer service or sales process. • Candidate should have handled a team size of minimum 10 + FTEs. • Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts. • Should have done performance appraisals in past. • Candidates with experience in UK banking credit card division will be preferable
Customer Service
Work Experience 2