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 |
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
- SLA Compliance:
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
- Process Compliance:
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.
- Customer Interaction:
- Knowledge Management:
- Process Reengineering:
Knowledge, Skills required for the role
Knowledge:NA
Skills:Analytical skills, communication skills.
Performance Measures
- SLA Compliance:
Voice process-
No. of calls handled
No. of issues resolved
Average call handling time
- Process Compliance:
- Customer Interaction:
- Knowledge Management:
- Process Reengineering:
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 the highest qualification achieved,
- Resume,
- Two passport size colored photo.
For more details call 7356016433 / 9020183590 (9.30am to 6pm) on working days.
