Cancellations:
Expected Behaviour: New policies not commencing
Shared measure as per Kpi measures supplied by MI
Turn-Around Time:
Expected Behaviour: Turnaround time of admin workload
Using ECH, the overall SLA achieved for Inbound for the 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.
Calls Abandoned:
Expected Behaviour: Calls not answered
Any calls abandoned before being answered
Service Level:
Expected Behaviour: Weighted SLA achieved at each month
Using ECH, the overall SLA achieved for Inbound for the month
Adherence:
Expected Behaviour: As per WFM schedule published and adherence thereof
The WFM report will be used to track True Adherence to schedule
SQA:
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.
Individual Performance Target:
Expected Behaviour: Ratio representation of achievement compared to target
A 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 Assessments
Values Integration:
Expected Behaviour: Display of behaviors supporting 1Life values.
Qualifications:
School Grade 12
NQF L4 - School/College/Training Certificates
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