Senior Executive

3 weeks ago

Pune, Maharashtra, India EXL IT service management Full time
Job Description

Key Responsibilities:

- Facilitate comprehensive process and communication skills training for new hires, focusing on chat, email, and voice customer service channels.

- Provide hands-on floor support and coaching to agents during their initial live sessions, ensuring smooth transition and confidence.

- Conduct regular assessments and knowledge checks to evaluate agent performance deliver constructive feedback to promote continuous improvement.

- Perform Training Needs Analysis (TNA) to identify gaps in agent skills, particularly in communication and soft skills, and design targeted interventions.

- Develop and update training materials, including manuals, guides, presentations, and e-learning content, tailored to multichannel customer service environments.

- Collaborate closely with subject matter experts (SMEs) to ensure training content is accurate, relevant, and aligned with current business processes.

- Customize training sessions to address the unique needs of different teams, focusing on enhancing communication effectiveness and customer experience.

- Deliver training through diverse formats such as in-person workshops, virtual sessions, and one-on-one coaching tailored to individual learning styles.

- Assess trainees understanding and practical application of skills using quizzes, hands-on exercises, and real-time simulations.

- Gather and analyze feedback from trainees to continuously refine training methods and content.

- Monitor and report on training progress, agent performance improvements, and overall training effectiveness to management.

- Stay informed on industry best practices, emerging trends in customer service, and new communication tools to keep training materials current.

- Identify process and communication gaps within teams and propose actionable improvements to enhance overall service quality.

- Work closely with quality assurance teams to ensure training aligns with quality standards, compliance requirements, and regulatory guidelines.

- Maintain meticulous records of training activities, attendance, assessments, and completion metrics.

- Prepare detailed reports on training outcomes and recommend strategies for ongoing development and upskilling.

Qualifications & Experience:

- Proven experience in delivering communication and soft skills training within a customer service environment.

- Hands-on experience training across multiple channels, including chat, email, and voice support.

- Strong understanding of customer service operations, challenges, and performance metrics.

- Excellent interpersonal and coaching skills, with the ability to motivate and engage diverse learner groups.

- Familiarity with training tools, Learning Management Systems (LMS), and e-learning content development.

- Ability to analyze training effectiveness and implement continuous improvement strategies.

- Strong organizational skills with attention to detail in documentation and reporting.

- Prior experience working closely with quality assurance or compliance teams is a plus.

TTT Certified preferred.

Needs to be felxible with shifts/WO.

  • Senior Executive

    1 day ago

    Pune, Maharashtra, India HR Innovation Group Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Role & responsibilitiesPost- Senior Executive - MarketingLocation Pune chakanContact Experience yrsBachelors degree in Marketing, Business Administration, Logistics, or related field4- 5 years of proven experience in road transport marketing or logistics operationsThe Senior Executive will be responsible for market planning, market research, communication,...

  • Senior Executive/ Executive

    5 days ago

    Pune, Maharashtra, India Mahindra Finance Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    *Urgent Job openings**Mahindra and Mahindra Financial Services Ltd**Position* - Senior Sales Executive*Location* - Pune / PCMC*Product* - Used Car ( POCL)*Education* :- Graduation*Experience* :- 01 to 03 years of experience Fabulous incentives Slab in Industry**Salary* :- As per Norms + Incentives.+ conveysplease share your CV on Mail-*Need immediate joiners...

  • Senior Operations Executive

    1 week ago

    Pune, Maharashtra, India beBeeSenior Full time ₹ 6,00,000 - ₹ 8,00,000

    Job Title: Senior Operations ExecutiveAs a key member of our management team, the Senior Operations Executive will play a pivotal role in driving the success of our business. The ideal candidate will possess exceptional leadership skills, with a proven track record of delivering results in fast-paced, dynamic environments.About the Role:The Senior Operations...

  • Senior Sales Executive

    7 days ago

    Pune, Maharashtra, India Le Human Resources Solutions Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Profile: Senior Sales ExecutiveExp: 4 to 10Qualification: Diploma / B.E in MechanicalKey Skill: Sales, Foundry, Forging, Business Development,

  • Senior Development Executive

    2 weeks ago

    Pune, Maharashtra, India beBeeDevelopment Full time ₹ 8,00,000 - ₹ 12,00,000

    Drive Business Growth as a Senior Development ExecutiveWe are seeking a highly motivated and experienced Senior Development Executive to lead business development initiatives that drive growth and expansion.Key Responsibilities:Identify strategic partnership opportunities to expand our reachDevelop and maintain strong relationships with key...

  • Urgent Search Telesales Senior Executive

    3 weeks ago

    Pune, Maharashtra, India White Force Full time

    Fittr https www fittr com Job Title - Telesales Senior Executive Job Location - Kharade Pune Range Of Experience - 2 yrs Job Summary We re seeking a motivated and experienced Telesales Senior Executive to join our team In this role you ll handle

  • Senior Executive

    3 days ago

    Pune, Maharashtra, India LCF (Lighthouse Communities Foundation) Full time ₹ 3,15,000 - ₹ 4,20,000 per year

    Job Title: Senior Executive – Donor FinancialLocation: Aundh, PuneExperience Required: 2-3 yearsJob Summary:The Senior Executive – Donor Financial will be responsible for managing utilization certificates and ensuring that funds are effectively used across Lighthouses. This role requires strong financial acumen, attention to detail, and collaboration...

  • Senior Executive

    3 weeks ago

    Pune, Maharashtra, India Goel Ganga Full time

    Job DescriptionWe Are Hiring Senior Executive / Assistant Manager (CRM)Industry Requirement: Candidates ONLY from Real Estate CompaniesKey Responsibilities:- Collections & Recovery- Documentation & Legal- Possession Management- Customer Relationship- ERP Ownership & Reporting- Site Audit Coordination- Banking & Loan DSA Compliance- APF Registration &...

  • Senior Business Development Executive

    2 weeks ago

    Pune, Maharashtra, India beBeeAccount Full time ₹ 15,00,000 - ₹ 25,00,000

    Senior Business Development ExecutiveWe are seeking a highly skilled Senior Business Development Executive to join our organization. This key role will be responsible for managing the end-to-end business development lifecycle, including client acquisition, relationship management, and growth strategy execution.Main Responsibilities:Act as the primary point...

  • Senior Executive

    7 days ago

    Pune, Maharashtra, India Kasturi Housing Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Title: Senior Executive – Director's OfficeDepartment:Director's Office / Strategic ProjectsLocation:Pune, IndiaReporting To:Director / Managing DirectorRole OverviewTheSenior Executive – Director's Officewill play a pivotal role in supporting the leadership team in strategic planning, monitoring key business metrics, driving process and system...