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 robust computer literacy (MS Office) and relevant domain knowledge.
📌 Senior Executive Pune
🏢 EXL
📍 Pune
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