Team_Updates_Draft.pdf

Transcript

2. Monthly updates KPI’s Expectations Current Progress Variance Collections QA CE No Of Clients Performance Updates!
3. Monthly Individual Performance updates!
4. Collections Top 5 Officers Bottom 5 Officers 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E
5. Call Effectiveness! Top 5 Officers Bottom 5 Officers 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E
6. Q.C Top 5 Officers Bottom 5 Officers 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E
7. Number Of Clients Top 5 Officers Bottom 5 Officers 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E 1. Officer A 2. Officer B 3. Officer C 4. Officer D 5. Officer E
8. WORK PLAN 1 - MONDAY The schedule of this WP will look as follows 8:00 am - 10:00 am - DSLC (Descending Order) 10:00 am - 12 noon - 14 DS (Ascending Order) 12 noon - 1:00 pm - Team/Shared Work Lunch Break 2:00 pm - 5:00 pm - R. Progress (Ascending Order) (PRIORITY IS KEY)
9. WORK PLAN 2 - TUESDAY TO THURSDAY The 2nd one is as follows 8:00 am - 10:00 am - 14 DS (Ascending Order) 10:00 am - 12 noon - R. Progress (Ascending Order - 0 to 30) 12 noon - 1:00 pm - Team/Shared Work Lunch Break 2:00 pm - 5:00 pm - DSLC (Descending Order) (PRIORITY IS KEY)
10. FREESTYLE FRIDAY For Fridays, you will work on your portfolios however you deem fit. However, note that the 14 DS 0-10 Clients always have to be cleared by/before 12 noon at all times and DSLC should always be maintained at max 5. Why Friday? Since we already have Patanisho sessions happening every Friday, it’s fair if the 2 are aligned ☺
12. Smart Collection Tips ➔ Collect more and reduce arrears ➔ Ask client to add these amounts to the weekly installment
13. Call Effectiveness Tips Do’s Don'ts ➔ At least 1.5 minutes per client ➔ Target 40 minutes every hour ➔ Daily target is at least 4 hours ★ More than 10 minutes per client ★ Under 30 minutes every hour ★ Empty/Silent calls without comments
14. Reaching more clients? ➢ Target to call at least 15 clients per hour ➢ Avoid long calls ie limit calls to between 3 to 5 minutes ➢ Start by calling the payer of the asset
15. Working hours Weekdays • 8am to 5pm • Lunch break 1 hour Saturday & Holidays • 8am to 4pm • Lunch break 30 minutes NOTE: ★ Work from office teams 9am to 6pm ★ Avoid late arrival and early departure ★ Call and notify your supervisors in case of above issues
16. DON'TS 1. Flip-flops/San dals 2. Spaghetti-stra pped tops 3. Sheer/transpa rent clothes 4. Off-shoulder tops 5. Provocative attire 6. Workout clothes/shoes
17. DON'TS 1. Open shoes 2. Football Jerseys 3. Wearing shoes sockless 4. Sagging trousers 5. Other brand Shirt/T-shirts 6. Workout clothes/shoes
20. Acceptable reasons for emergency leave • Sudden sickness of a close family member (spouse & child) • Accident/Death of a close family member PROCEDURE ➢ Obtain documentation or proof ➢ Send request via email to ckinya@watuafrica.com and cc both supervisors, Peter and Raivis. ➢ Wait for approval. (follow up via calls to supervisors) ➢ Update on Hibob as annual or unpaid leave
21. PROCEDURE • Inform supervisor early • Email to sickleave.watuafrica@g mail.com and cc your supervisor • Wait for approval • Attach sick note to email and Hibob.
22. SESSIONS SAMPLE UPDATE