Job Description

Expected Behaviour: Quality evaluations conducted on staff-customer interactions Voice/ 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 Assessments Expected Behaviour: Product knowledge Results from Training dept. Adherence Expected Behaviour: As per WFM schedule published and adherence thereof The WFM report will be used to track True Adherence to schedule Abandoned Calls Expected Behaviour: Abandon Calls Calls not answered Any calls abandoned before being answered as a team Surveys Expected Behaviour: Ratio of WHU escalations surveys completed within TAT At least 18% of WHU survey escalations completed within specified TAT Ombudsman Survey Results Expected Behaviour: Ombudsman reminders Reminders sent by the Ombudsman when the response deadline date is missed and no response was sent Resolution Satisfaction Expected Behaviour: Survey to customers to rate satisfaction of handling process A ratio score given by customer on the survey per resolution agent Turn-Around Time Expected Behaviour: Ratio of complaints resolved within specified TAT categories Each complaint type has a specified TAT - those completed within specified TAT Complaints Expected Behaviour: Ratio of complaints received versus completed All complaints received within the month measured as completed within the same month Personal Development Plan Implementation (Own) Expected Behaviour: Individual taking ownership for their development as per defined template Accountability 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. Absenteeism Expected Behaviour: Any unplanned or unauthorized leave Each 3 month rolling period will have the absenteeism average determined by taking the total absenteeism days and dividing it by 3 We Hear You Expected Behaviour: Customer sentiment feedback surveys Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant
Resolitions Officer