Contact Centre Consultant (Afrikaans speaking) at Telesure Investment Holdings (TIH)

Description

• Finding a Better Way Expected Behaviour: Innovative Idea's to improve perfomance of the teams, department, processes and systems Personal Development Plan Implementation (Own) Expected Behaviour: Must have documented PDP plan, individual follow and progress is consultants responsibility. TM to support where applicable We Hear You Expected Behaviour: WHU Target of 9,2 Compliments Expected Behaviour: "3 Compliments " Absenteeism Expected Behaviour: Target less than 5% Time Management Expected Behaviour: Target less than 5% Adherence Expected Behaviour: Target 95% Cancellation Ratio Expected Behaviour: Target 4% ( Cancellations as a percentage to calls taken Immediate Deductions Expected Behaviour: Target 35 per month Quality Assurance Alerts Expected Behaviour: "Target less than 5% " Save Ratio Expected Behaviour: Target 70% Save Ratio Nett Amendments Expected Behaviour: Net Amendments R2 500 SQA Expected Behaviour: 85% accuracy Compliance Score below 5 WFM Stats - Occupancy Expected Behaviour: Target Occupancy - 48% Number of Cancellations Expected Behaviour: Nr of Cancellations 25