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January plan (CX (iPayPeg Phase 1 follow-up, CSAT, how to collect it…
January plan
CX
iPayPeg Phase 1 follow-up
CSAT, how to collect it effectively?
QA department - Assist new supervisor in setting up the departemental SOP
Analysis Toll free number for field agents
Analysis new Bulk SMS provider
Operations
Finalise customs situations with consultant
Put a contigency planning for stock out in case we don't receive orders on time
Present new strategy to team for 2019 (new product coming in management)
Follow up with Dlight various orders
Hire new HSOs
Reporting
Swap and other related analysis - OPS
Support CX with priorties and analysis
Finance coding and budget process
Credit- customer segmentation
Forecast-model & Non-BAU reporting framework
Sales
Annual sales team seminar
Improvement of communication/accessibility between field staff and Call Center agents
NON BAU manager
Introduction new products
Credit
Implement the double days and recovery for Seasonal Income Earners to tackle lean season
Risk Segmentation : ongoing project through Q1
MoMo strategy phase 2 : using MoMo agents to reactivate customers (pilot successfully completed )
Revize GOs prioritization methodology (initiated in December and to be carried out in Jan as well )
P&C
Establish the second part of the staff delegate election
Work on Audit
Ensure implementation of the FDFP
Arrange Office reception
Finance
Annual closing
Employee Travel process / Budget process / Purchase process