سرفراز Kader

Director - Client Services في Sitel

• الهند - مومباي
• أشغل هذه الوظيفة منذ سبتمبر 2000

(Team Handled: 4 Locations, 8 Managers, 20+ Team Leads, 500+ Customer Service Associates and all support functions)

 Responsible for overall delivery of the program
 Single point of contact for the client, leading a team of 500+ associates across sites
 Driving Operations for Mumbai, Hyderabad, Newcastle (UK) and Gurgaon Location to achieve contracted SLA through KPI’s (Internal /
External)
 Responsible for budgets and overall PNL
 Managing 22 different LOB’s with all metrics being consistently met
 Ensuring optimum output through maximum resource and system window utility
 Transitioned additional work worth 140FTE’s from an advisory undertaking
 Performance management ensuring Contractual and Operational metrics are being met
 Agreement and Sign off of SLA’s/Contract