Retention Consultant

at  1 Life Insurance

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.
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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”

QUALIFICATIONS:

School Grade 12
NQF L4 - School/College/Training Certificate

Please refer the Job description for details