SP Global Immigration Support L1 Professional

Role Purpose
The purpose of this role is to respond employee queries around global immigration in a timely and professional manner. The role holders front-end with the employees to respond to calls or tickets raised by them within a defined TAT.

Do
1. Adhere to the terms of the global immigration policy and addressing immigration related employee queries
a. Respond to employee queries on global immigration in a timely manner
i. Respond to incoming calls from immigration applicants at Wipro to address concerns around turnaround time for the application etc. in line with the company policy
ii. Respond to tickets raised by employees on the global immigration support platform in a professional manner
iii. Adhere to the company policies and respond to employee queries around immigration in a courteous and professional manner

b. Liaison with Global Immigration specialists or leads for resolving queriespertaining to legal and regulatory immigration requirements
i. Take assistance from the global immigration team to close open employee queries
ii. Escalate employee queries that have been open beyond the defined TAT to the global immigration support lead to drive faster resolution

2. Operational Excellence
a. Compliance with Timelines and Service Level Agreements
i. Comply with internal SLAs defined for the global immigration support processes
ii. Strive to meet daily metrics for quality and productivity by efficiently responding to customer requests
b. Process and MIS management
i. Maintain an electronic log information for tracking open and closed employee queries
ii. Create MIS reports showcasing status of closes viz-a-viz open employee queries

Deliver

No. Performance Parameter Measure

1. Process Efficiency Actual vs budgeted tickets closed per day
Actual vs budgeted employee calls attended per day
%age of employee queries closed within TAT
Call abandonment rate
Number of Non-compliances as per Internal and External Audits, % compliance with internal SLAs

2.Customer Satisfaction (Internal) CSAT