Overview
Retention Consultant Jobs in Gauteng, South Africa at 1 Life Insurance
Location: Gauteng
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. Â “Calls Abandoned Expected Behaviour: “Calls not answered
Any calls abandoned before being answered”Service Level Expected Behaviour: “Weighted SLA achieved at eacn od 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”SQAExpected Behaviour: 1SQ – SQA
50 %
ME/FULL – Meeting Expectations / Full Perform”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: ASSESS Monthly Product Assesment
50 %
ME/FULL – Meeting Expectations / Full Perform Pass rate on Monthly Product Assesments Values Integration Expected Behaviour:
Display of behaviors supporting 1
Life values
Title: Retention Consultant
Company: 1 Life Insurance
Location: Gauteng, South Africa
Category: Customer Service/HelpDesk (Bilingual, Call Center / Support)
