Retention Consultant
Job Description
Cancellations Expected Behaviour: Policies originally saved/reinstated are review either 3 or 6 months later to determine ratio no longer active compared to original save/reinstated number Talk Time Expected Behaviour: Time spend talking to customers SQA Average Expected Behaviour: Voice/ EQM - QA call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 Personal Development Plan Team Expected Behaviour: 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. Individual Performance Target Expected Behaviour: A target is determined in each month and the indiviudal's results are shown as a ratio to performance target Values Integration Expected Behaviour: Number of behaviours identified according to Values metric Training and Development Expected Behaviour: Pass rate of staff on monthly assessments
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Job Detail
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Job IdJD1257382
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGauteng, South Africa
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EducationNot mentioned