Retention Consultant

Cancellations:Expected Behaviour: New policies not commencingShared measure as per Kpi measures supplied by MITurn-Around Time:Expected Behaviour: Turnaround time of admin workloadUsing ECH, the overall SLA achieved for Inbound for the monthPersonal Development Plan Implementation (Own):Expected Behaviour: Individual taking ownership for their development as per defined templateAccountability for development. Training intervention attendance. Application of training, initiatives and process changes. Taking career development and performance management seriously (look for ways to improve competence/results). Setting of own goals and working towards them. Continuous and constant improvement.Calls Abandoned:Expected Behaviour: Calls not answeredAny calls abandoned before being answeredService Level:Expected Behaviour: Weighted SLA achieved at each monthUsing ECH, the overall SLA achieved for Inbound for the monthAdherence:Expected Behaviour: As per WFM schedule published and adherence thereofThe WFM report will be used to track True Adherence to scheduleSQA:Expected Behaviour: Quality evaluations conducted on staff-customer interactionsVoice/EQM - QA call evaluations results & improvements. Results of quality assessments that measure the implementation of initiatives. Following processes and procedures implemented to improve client experience. Using every telephonic opportunity to wow the client. Average of QA Score.Individual Performance Target:Expected Behaviour: Ratio representation of achievement compared to targetA target is determined in each month and the individual's results are shown as a ratio to performance target.Assessments:Expected Behaviour: Pass rate on Monthly Product AssessmentsValues Integration:Expected Behaviour: Display of behaviors supporting 1Life values.Qualifications:School Grade 12NQF L4 - School/College/Training Certificates
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