Syed Danish Jafri

Led, inspired & developed a talented team of 152 FTE for Chat and Email. Key responsibilities included analyzing and maintaining Client Service Level Agreements, resolving escalated customer complaints, analyzing performance results (Delivery, CSAT & Quality), and implementing department improvements. Also responsible for human resource objectives, meeting financial objectives, and ensuring confidentiality of customer information.

Led a team of 120 FTE in two locations (Voice & Chat). Responsibilities included analyzing and maintaining Client Service Level Agreements, preparing performance reports, implementing department improvements, and meeting financial objectives.

Managed a team of 20 Agents. Responsible for preparing daily, weekly, and monthly performance reports, monitoring transactions, providing coaching and mentoring, and handling staff retention and recruitment.

Handled a team of 10 RTA analysts. Responsibilities included planning, prioritization, data collection and analysis, coaching, and handling escalations for the team.

Handled higher escalation calls for Ticketing and Customer Care (Global). Provided floor support, coaching, and feedback, and assisted in meeting daily service level and answering level targets.

Managed a team of 60 FTEs. Key duties included ensuring agents were skilled and certified, planning infrastructural and resource requirements, analyzing quality/CSAT/NPS/FCR performance, and working with the development team for process automation.

Responsible for preparing daily, weekly, and monthly client and internal reports, maintaining performance dashboards, and assisting operations with process-specific reporting requirements.