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OPS 6 Goals (Campaigns (RPM (Internal (Get probationary agents regularized…

- - - - Get probationary agents regularized from RPM
      - Have regular agents transfered to other campaigns to allow room for probi agents to be regular
      - Make sure agents are capable of skills needed for other campaigns to allow them to be transferred to get regularized
      - More involvement with L&D in determining areas of opportunities with the agents for both Casual ID and ACW/Avoiding mistagging
      - Shuffle allocation for available buffers and start cross training with other campaigns (Expensify)
    - - Align RPC count from tally sheet with Client reports of RPC count
      - Determine achievable targets for clicker average
      - Figure out a way to determine Contact Rate for Each campaign to determine transfers possible per hour
  - - - Review stats for call quality, AHT and abandoned calls weekly to immediately detect issues
      - Manage manpower to minimize effect of agents' leaves/absences
      - Make sure SME is trained to stand as buffer for all campaigns (Xacti, Expensify, CS TFN/Chat)
      - Review CS website chat logs for areas of opportunity
      - More involvement from L&D when the need for a new/replacement agent comes up
    - - More interaction/feedback from clients
      - Update on active/inactive LOBs
      - More calls
  - - - Establish KPIsagreed upon by client
      - Identify Launch date
      - daily quality check of questions as the project is starting
    - - Have Tms/SMEs ready for new projects - gauge strengths and weaknesses to determine best fit
      - Have a regularly updated list of agents who would be good for new projects
- - - - TO ENCOURAGE TEAM MEMBERS TO BE PROACTIVE
        
        TEAM KANLUNGAN
        
        Events Committee
        
        Culture Club
      - TO CELEBRATE TEAMWORK AND HAVE FUN
        
        to have team building at least twice a year
      - TO BE ONE WITH OUR CLIENTS AND COLLEAGUES
        
        to hit the Client's given goal everyday
        
        Celebrate team member's birthday every month
      - TO LET THEM EMBRACE NEW CHALLENGES WITH COURAGE AND FLEXIBILITY
        
        Disseminate updates every now and then to make them fully aware of the campaign's progress
        
        post every week's stats to let them know their performance and where/what they should need to work on
      - TO LET THEM PURSUE CONTINUAL GROWTH AND IMPROVEMENT
        
        Encourage each member to join workshops/trainings to enhance their professional skills if there will be an open session to be conducted by L&D
    - - IMPROVE ACW
        
        Monitor each member's ACW every hour
        
        Remind team members to watch ACW every start of the shift or pre shift huddle
        
        Coach team member with high ACW
      - REACH THE GIVEN XPH TARGET
        
        Monitor each member's transfers hourly
        
        listen to team member's call if they're doing correct casual ID
        
        Coach team member with low transfer and give feedback every now and then
      - DIALER HOUR
        
        Check agent's headcount at least 10 mins. before the shift
      - COMPLETE MAN POWER
        
        Check each member's VL availability
        
        Schedule member's VL properly and ahead of time
        
        Let them be aware of the consequences of disapproved absences
      - QUALITY
        
        Coach team member with the markdowns given by the QA
        
        Monitor team member's call with low QA grades and give immediate feedback as to what happened to the call
        
        Give tips on what alternative words to use to avoid mispronounce words
  - - - Quality
        
        Provide Weekly stats
        
        Discuss individual markdowns in huddle so everyone are informed
        
        Coach reps with mark down, and have them listen to their calls
        
        Ask reps of different scenarios that they are having hard time handling, then provide possible solutions
      - Dialer Hour
        
        Clickers should login at least 5 mins early
        
        Monitor reps breaks
        
        Provide daily stats
      - ACW+Pause
        
        Provide hourly stats
        
        Coach rep with high ACW+Pause
        
        Assign rep as clicker
      - Tansfer per Hour
        
        Provide hourly stats
        
        Coach rep with low xph
        
        Re-shuffle allocation
      - Attendance and Adherence
        
        Post leave slots in bulletin
        
        Rep should advise to WF and group GC if will be absent
        
        Post 2018 calendar with reps planned VL
    - - Career Growth
        
        Give additional task to see who have potentials in stepping up
        
        Provide basic techniques and formulas in excel
        
        Provide running stats and create a friendly competition
        
        Provide incentives that will motivate them hit the required targets
      - Personal Growth
        
        Team Building at least 4x a year
        
        Share experiences and knowledge to others
        
        Respect differences and individual beliefs
        
        Encourage them to join organizations such as; Team Kanlungan, Culture Club and Event Committees
  - - - Anniversary Freebies
- - - - Health :red_flag:
        
        • Swim twice a month
        
        • say "NO" to fast foods
        
        • monitor weight every week
        
        • achieve 6-7 hours sleep
        
        •more water intake (kahit hindi 8 glasses)
      - Family :<3:
        
        • summer getaway (swim) or eat out once a month
        
        • look for a rent to own house (Manila Area)
        
        • open a bank account for Enzo
      - Work :pen:
        
        • Attend Seminars and Trainings
        
        • Maintain balance for everything (Time Management)
        
        • Aim Top Team
      - Personal :no_entry:
        
        • Wise spending (know my needs)
        
        • Local Travel (places with beaches) once or twice a year
        
        • Attend Sunday Service
    - - Health
        
        Avoid fatty foods and softdrinks
        
        Jog every weekend or workout in a gym 2x a week
        
        Sleep at least 6-7 hours a day
        
        Drink 8 glasses of water
      - Work
        
        Attend trainings and seminars
        
        Manage time to add more task or help others with their tasks
        
        Double check all task if met before deadline
      - Family
        
        Family bonding as often as possible
        
        Attend Sunday mass
        
        Family Vacation ate least 2x a year
        
        Insurance/Savings for my Dad
    - - HEALTH
        
        do basic exercises every restday
        
        jogging
        
        Join Sheena and Ellen on Sunday 10km runs
        
        diet
      - FAMILY
        
        spend quality time with my kids
        
        Invest in kid's educational expenses
        
        own a house for my kid's future
      - SPIRITUAL
        
        Attend mass every Sunday
      - PROFESSIONAL
        
        attend more workshops, seminars and trainings
        
        Assessment (Professional and Personal)
        
        learn to accept criticism professionally and personally
        
        (Personal) assess one's self if ready for additional tasks/obligation
        
        Time Management
        
        Confidence
      - FINANCIAL
        
        Open savings account
        
        Invest in small business for additional income
    - - Family
        
        Make sure to wake up early on Weekends (at the most 6am) for household chores, to have more time bonding with the Parents
        
        Cook more food for the family especially on weekends
        
        Spend 2-3 hours everyday (Weekdays) after work with the Parents. (Spend less time on TV and social media)
        
        Visit Ate every weekend
      - Health
        
        Continue eating Brown rice everyday
        
        Eat more plant based food and avoid fatty and red meat
        
        More intake of green tea infused drinks/food
        
        Get at least 7hours sleep everynight
        
        Physical exam at least every 6mos (maximize HMI)
        
        Walk often instead of taking rides
      - Personal
        
        Join Ministries/Communities
        
        Get more ideas on Healthy Cooking
        
        Since no Travel anytime soon, Save all 5s, 10s coins and 50s on hand
        
        Re-connect with old friends
        
        Attend Retreats
      - Professional
        
        Schedule regular huddle time, Connect more with the Team
        
        Attend Trainings/Workshops related to my Role as a TM
        
        Checklist of daily, weekly and monthly to-dos and deadlines
        
        Team Building activities
        
        Monitor and give Feedback at least 2x a day
    - - Career :pen:
        
        Attend training
        
        2.Acknowledge your failures and defeats.
        
        Work excellently. Give your best shot in big and small things, with or without someone looking or recognition.
        
        Everyday is a constant battle to improve oneself. There is always room for growth. Always.
        
        Don't let compliments get into your head and don't let criticisms get into your heart.
      - Personal :warning:
        
        Honor God in everything that you do.
        
        2.Let go of the things that are not worth fighting for.
        
        Always be grateful to small things, big things and everything in between
        
        Bear in mind that the world will not appreciate all the good that you did but will put you down for the ONE mistake that you made.
        
        Everyday is a hope for new possibilities and chances, a day full of dreams, growth and endless battles! Make sure to show that fire within you.
      - Financial Security :lock:
        
        1.Save 20% of my salary.
        
        Secure a bank account. Before this month ends.
        
        Buy my needs not my wants.
        
        Create a game plan on how to handle expenses.
        
        Lessen Barkada Night Out.
      - Health :check:
        
        Avoid fatty, carbonated, processed and salty food/drinks.
        
        Get some rest and relaxation atleast once a month.
        
        Exercise . Go to the gym atleast twice a week.
        
        Consult a doctor for check up. Once a month.
        
        Drink enough water. 7-8 glasses a day.
      - Family :<3:
        
        1.Make sure to respect each member in terms of language and actions.
        
        Good and Open Communication within Family Members
        
        Be with the same mobile carrier
        
        Set All Sundays with your Family
        
        Family first before friends
    - - pagkain. manghingi ng libreng pagkain sa mga taong may puso
      - umiwas sa tao hangga't maaari
      - mag seryoso. mga 1 hour a day
      - makatulog ng mas matagal
      - manggulo ng mind map ng iba (hahaha)
    - - Good Health :checkered_flag:
        
        work out 3-4 times a week ( GYM) : :check:
        
        no pain no gain, never give until you burned a lot
        
        burn lots of things. Always bring lighter or a box of matches
        
        10KM run and Aikido Class during Sunday's
        :check:
        
        Food balance
        
        eat less fatty foods
        
        avoid soda and junk foods
        
        avoid salty food
        
        eat less Sweet foods
        
        avoid fast foods
        
        Feed ms sheena at least once a month
        
        always cook good food for OPS 6
        
        Grow taller about 4-5 inches :) :red_flag:
        
        Jump every new year. Or every new month.
        
        Try Cherifer premium or something
        
        Stretching, every day
        
        Explore and discover more places
        
        hiking and Trekking more mountains to climb this year ( pls)
        makagat ka ng LAMOK. (dengue)
      - Life Balance :recycle:
        
        career :pen::
        
        attend more seminars and Trainings
        
        seek for more opportunities to improve myself at work
        
        honor the achievements of others and make it as your inspirations
        
        ( apply CS core values) or work Values
        
        respect each individuals regardless of the positions
        
        Motivate each and everyone
        
        *maintain a friendly and peaceful environment at work
        
        Relationship :<3:
        
        Romantic relationship not necessarily maybe in God's perfect time.
        
        Spend time to my Friends that I also treated as Family
        
        go to DATING SITES to find my MAN
        
        financial :lock:
        
        open a bank account to save money for future use
        
        Alkansya para sa Barya ( atleast 200 pesos every pay day) :check:
        
        learn how to manage my money
        
        Avoid eating at the fancy restaurants
        
        buy only things that I need than what I want
        
        family :star:
        
        look for rent to own house somewhere in Montalban
        
        have a small business for my Tatay
        
        spend atleast half of my weeked with my family
        
        treat them on a vacation trip
        
        HAVE MY OWN FAMILYwith foreign jowa (HEHEHE) pray!
        
        Spiritual :silhouette:
        
        do my best to attend Sunday Mass
        
        Live the wisdom not just say it
        
        Always put GOD in the center of your life
        
        Fate (it's FAITH) :red_cross: ( TANDAHANA KASI )
  - - - Call Center Fundamentals/ Call Center Math Training for SMEs (Review for everyone else)
      - Advanced Excel for TMs (including Macros and Visual Basic)
      - Hands on experience for TMs/SMEs with other campaigns to prepare them for new campaigns that would come
    - - Get a chance to include top performers on each team on Strategic planning or leadership sessions to provide a big picture view of CS
      - Invite agents to actively participate in company events and join in different committees (Culture Club, TK, Major Events, Dance Guild)
      - Encourage core value-led team building activities
    - - Avoid all food, because apparently all members of my team are in a diet
      - Don't feed TMs and SMEs to avoid breaking their health plans
    - - Each member should join a committee for major events
      - Team participation on theme nights and branding initiatives
      - Defend Cheerleading championship in Sportsfest