Operations Executive

Job Overview

We are seeking an Operations Executive to support daily operations across multiple LOBs. The role involves monitoring agent performance, ensuring SLA compliance, and coordinating with internal teams to deliver consistent customer experience.

Key Responsibilities

• Support day-to-day call center operations across assigned LOBs
• Monitor agent performance metrics such as AHT, SLA, QA, adherence, and occupancy
• Ensure adherence to process guidelines, scripts, and compliance standards
• Coordinate with Team Leaders, Quality, WFM, and Training teams to meet operational targets
• Handle first-level escalations and ensure timely resolution
• Prepare and maintain daily, weekly, and monthly MIS and performance reports
• Support shift management, roster adherence, and real-time operations
• Assist in new LOB launches, transitions, and ramp-ups
• Ensure data sec...