Description

Top Indian company, Infosys BPO Ltd. (a fully owned subsidiary of Infosys Ltd, revenue of over 2 billion dollars; listed on NASDAQ: INFY).

Here is a fantastic opportunity for UK nationals to join a contact centre supporting a leading British retailer in what is emerging as the premier destination for offshore customer service.
Job specifications:

* To understand the process in totality - mandatory certification
* To handle a predetermined number of transactions per week (calls, emails etc.) as mandated by the COH.
* Share best practice and impart knowledge on British English and culture to colleagues
* Monitor team members' performance for adherence to SLAs and other contracted commitments
* Work allocation and prioritisation; workforce management in the team such as 1) Leave scheduling; 2) Break management; 3) Rostering
* Coaching and mentoring of agents to improve performance
* Monitor and provide feedback jointly with QA for the first six months of tenure of an agent
* Post six months of the tenure of an agent, provide feedback for transactions monitored by QA
* Conducting team meetings, huddles, and one-on-ones with agents
* Control attrition and enhance motivation by conducting Rewards and Recognition programs, fun activities etc
* Identifying the training requirements (Process, non-process, refresher etc.) of each team member
* Be the first point of contact for agents on issues negatively impacting work performance or work environment
* Drive E-Sat survey; drive initiatives, if any, based on E-Sat results
* Interact with client on process related issues, customer complaints etc
* Submission of productivity and operations reports on a daily/weekly/monthly basis
* Flexible to working shifts

Any other responsibilities, if mandated by client.

Highlights

* The opportunity to explore a unique, fascinating country off the beaten track of the regular mainstream Southeast Asian circuit
* Excellent local salary
* Help with re-location
* Return air fares
* Fantastic working environment

Qualifications

Graduates with a proven track record in customer service and leadership.

Job Types

• Business Admin, Management
• Call Center
• Communications
• Statistics

Languages

• English

Salary/Pay

Excellent local salary (May not allow an applicant to meet financial obligations in the UK)

Experience Required

yes

Customer service and leadership experience essential

This Program is open to

European Participants.

Participants Travel

Independently or in Groups

Typically Participants Work

Independently or in Groups

Application Process Involves

• Letters of Reference
• Phone/Video Interview
• Resume
• Written Application

Typically The Application Process Time is

4 weeks

Post Services Include

• Exit Debriefing Abroad

Infosys BPO's Mission Statement

To achieve our objectives in an environment of fairness, honesty, and courtesy towards our clients, employees, vendors and society at large.

Year Founded

2002