Team Lead: Customer Services( Auto&General)

Team Development Expected Behaviour: To be provided by TM 50 % of team have development plan in place (short term where applicable) No development plan in place Some development plans in place 50 % of team have development plan in place (short term where applicable) 65 % of team have achievement of formal & informal development plans on track 80 % of team have achievement of formal & informal development plans on track QA FNOL - Compliance scorecard Expected Behaviour: SQA Report Team's average error points for the quarter to be 2 and below Team's average error points for the quarter is 6 and higer. Team's average error points for the quarter is between 3 & 6 Team's average error points for the quarter to be 2 and below Team's average error points for 2 quarter is zero Team's average error points for 3 & more quarters are 0 QA FNOL - Business scorecard Expected Behaviour: SQA Report Team's average error points for the quarter to be 2 and below Team's average error points for the quarter is 6 and higer. Team's average error points for the quarter is between 3 & 6 Team's average error points for the quarter to be 2 and below Team's average error points for 2 quarter is zero Team's average error points for 3 & more quarters are 0 Assesment Results Expected Behaviour: AS per pass rate of surveys and guideline. STI feedback, representative RE-1st attempt pass, submitting STI modules on time, 1st attempt pass at general assessment Personal Development Plan Implementation (Own) Expected Behaviour: To be provided by consultant. Example: POE, Proof of registration Late coming Expected Behaviour: 80 % of team >= 6 Instances 80 % of team = 4-5 Instances 80 % of team =3 Instances 80 % of team =< 1 average 80% of team = 0 Instances Absenteeism Expected Behaviour: 80% of team < 2, 5 Days 80 % of team >3 Days 80% 0f team >3 Days 80% of team = 2, 5 Days Compliments Expected Behaviour: Compliments Complaints Expected Behaviour: Complaints NBA Expected Behaviour: NBA Offered We Hear You Expected Behaviour: "Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant " Adherence Expected Behaviour: "Late Coming """"""Rate at which consultants arrive over their scheduled start time at work ie be late (for any particular reason apart from system downtime) Target/Guideline : 1 """" NME : Maintaining >1 over 6 months MSE : >1 average ME/Full Performance : 1 ESE: <1 average EP: Maintaining 1 over 2 quarters "" "

Qualifications: School Grade 12 NQF L4 - School/College/Training Certificates

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