Walk-In for Multiple role ( WFM/ MIS/ Trainer Specialist for Inbound / Outbound / Team Lead)

Walk-In for Multiple role ( WFM/ MIS/ Trainer Specialist for Inbound / Outbound / Team Lead)

Infosys BPM Limited
Bengaluru / Bangalore
2 - 6 Years
Not Specified

Job Description

Mega Walk-in Drive for Multiple role ( WFS/ MIS/ Trainer Specialist for Inbound / Outbound Contact Center / Team Lead on 09-Jan-2020 (Thursday) at JP Nagar, Bangalore

Walk-in Interview Details:
Interview Date:
09-Jan-2020 (Thursday)
Interview Timings: 10:30 am to 12:30 pm
Referred by: DS-Sneha

Interview Venue Details:
Infosys BPM Ltd
#785, Ground Floor Axis Sai Jyoti
15th Cross 100 Feet Road
Sarakki, 1st Phase J P Nagar
Landmark – Sindhuri Convention Hall.
Contact Person: Saswata

Please find below job description for your reference:

Job Location: Bangalore
Qualification: Any Graduate with no backlogs
Shifts : Flexible for 24/7 shifts
Experience : 2-6Yrs
Job Description – Work Force Management Specialist for Inbound / Outbound Contact Center
Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Key Responsibilities:
• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned.
• Complete understanding of overall operational activities including phone, email, chat, community and social media support
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
• Capacity Planning experience is preferred.
• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
• Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
• Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred.
• Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts
Job Description –Management Information Services Specialist for Inbound / Outbound Contact Center
Develop Strategic Plans for Information Systems:
MIS analysts are responsible for creating an all-inclusive strategy for operation of a business’s information management systems. They develop budgets for equipment, software, and other technical tools according to an organization’s strategic goals. MIS analysts plan procedures for accessing data, determine the appropriate levels of risk management, and create training objectives for relevant IT personnel.
Evaluate and Improve Information Processes:
MIS analysts anticipate information requirements, evaluate business processes, and uncover areas for improving information sharing. Once they review business processes, MIS analysts construct workflow carts, diagrams, and technical specifications to begin methods for improvement. They also perform installation, encoding, debugging, and testing to support improvements.
Strengthen IT Data Security Infrastructure:
Collaborating with other IT security and cybersecurity professionals to create organizational policies is another key responsibility of MIS analysts. They coordinate strategic projects that help protect data that is shared through computer networks. They write procedures for managing the login credentials, passwords, and other items that regulate access to company files.
Perform Data Checks:
Overseeing data compilation, retention, summarization, and publication is critical to the role of MIS analysts. They perform regular data quality checks to ensure all reported information is accurate and relevant. MIS analysts provide robust data usage and analytics reports to the appropriate leaders in management.
Manage IT Personnel:
The primary responsibility of MIS analysts is to lead and assist the implementation of technologies, including new hardware systems, software, and servers. MIS analysts often supervise teams composed of other computer programmers, cybersecurity professionals, project managers, and network analysts. They create job descriptions and report progress to relevant supervisors regarding IT personnel performance.
• Must have a profound knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
• Minimum of two years of experience in performing MIS in a multi-department/site contact center environment required.
• Ability to perform various reporting in a contact center environment and schedule to those needs is a must.
Job Description – Trainer Specialist for Inbound / Outbound Contact Center
Customer Service / Collections Trainer
Job Brief:
We are looking for a Customer Service / collections Trainer to educate our support, sales and customer service teams by conducting seminars and interactive courses.
Responsibilities :

• Delivering stand up class room trainings to the new hires.
• Developing digital and print educational material (e.g. videos and manuals)
• Organizing classroom-style seminars
• Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Coordinate mentorship programs for new customer service representatives
• Assess the impact of each educational course on staff performance and client satisfaction
• Maintain updated records of training curricula and material

• Relevant work experience as a Customer Service / collections Trainer or similar role for minimum of 24+ months with some reputed international contact center.
• Experience in sales or customer service positions is a plus
• Knowledge of Learning Management Software (LMS)
• Familiarity with interactive learning activities
• Excellent communication and presentation skills
• Must be a graduate
• Additional certification in training is a plus
Job Description – Team Lead


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
SLA Compliance:
Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team, provides guidance and support to the team in order to ensure delivery predictability
Quality Planning (QC/QA):
Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes
Operations: Service Delivery
• To keep the performance standards high daily call monitoring and providing feedbacks to the team members. Also performing additional monitoring if required as per business needs.
• Coaching team members as per minimum work standards and providing them continuous support.
• Responsible to drive the team members to meet team targets on a daily basis and achieve the goals set for the project (both quantitative and qualitative).
• Set SMART goals for team members based on client SLA
• Ensure timely completion of monthly one to one reviews.
• Conduct audits and dipsticks from time to time to identify gaps in the process.
• Identify areas for improvement within the team and come up with corrective and preventive action
Operations: Floor Engagement
Keep the team motivated by performing various floor engagement activities within in limited boundaries. Thinking out of the box to keep the team members engaged with the process.
• 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 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.

Primary Skill:

• Strong communication skills
• Strong relationship management skills.
• An eye for detail
• Excellent analytical skills
• Customer Orientation
• Collaboration and Team Working
• Stakeholder management and in cross cultural context
The candidate should carry below mentioned documents in Original:
• Carry print out of this email along with your update resume
• Carry all your educational and Employment documents
• 2 Color Passport Size Photographs
• ID Proof – Pan Card, Driving License, Voters ID, and Passport. AADHAAR CARD-Mandatory
• Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
Also refer friends, if profile matches the requirement, ask them to walk-in directly to the venue, ask them to mention DS-Sneha on top of their resume!!

Thanks & Regards,
Recruiter| Talent Acquisition-India|Infy HR

Infosys BPM, the business process management subsidiary of Infosys, was set up in April 2002. Infosys BPM provides integrated outsourcing and transformation services. It is headquartered in Bengaluru, India.

About Recruiter



Functions : IT

Industries : ITES/BPO, IT/Computers - Software

Skills/Roles I hire for: All IT & Non IT

level Hiring For: Junior Level, Mid Level, High Level, Top Management

People Also Considered

Career Advice to Find Better