The Senior Executive will oversee end‑to‑end processing of high‑volume transactions. You will ensure adherence to desktop procedures, meet SLA targets, maintain quality standards, and drive continuous improvement while mentoring a team of agents and coordinating with senior management.

Responsibilities

- Process transactions in strict accordance with desktop procedures and SLA requirements.
- Monitor and achieve daily, weekly, and monthly target metrics.
- Ensure transaction quality meets predefined compliance parameters.
- Generate and distribute accurate process reports on a daily basis.
- Maintain adherence to attendance schedules and company policies.
- Coach, mentor, and train recent hires and existing agents on process specifics.
- Manage updates to process documentation and handle queries from agents.
- Collaborate with Assistant Managers for performance reporting and issue escalation.
- Coordinate with Managers for performance reviews, monthly one‑ons, and resolution of performance issues.
- Identify opportunities for process optimization and drive implementation initiatives.

Qualifications

- Graduate degree with strong computer literacy (MS Office) and relevant domain knowledge.

📌 Senior Executive (Pune)
🏢 EXL
📍 Pune