Section 1 - Business Objectives

Business Objectives

	Outstanding	Exceeds Expectation	Meets Expectation	Development Needed	Does Not Meet Expectation
Number of ACD calls - Count the number of answered calls from CMS
Number of Irregular Report - Count the number of answered calls from CMS
Number of Irregular Report - Count of individual irregular report which had submitted to Avaya
Specific Knowledge, Application, Technical and/or Skills - Independent decision-making skill on complex situation
Specific Knowledge, Application, Technical and/or Skills - Strong Japanese and English communication skills through email, phone or face to face.
Specific Knowledge, Application, Technical and/or Skills - Good logical thinking, sensitive with data and process
Specific Knowledge, Application, Technical and/or Skills - Good communication skills and customer service oriented with good technical background.
Specific Knowledge, Application, Technical and/or Skills - Good Knowledge of Microsoft Applications and databases (Excel, Word, PowerPoint)
Specific Knowledge, Application, Technical and/or Skills - Basic Avaya technical certification
Security Requirements - Supplier and its employees must at all times adhere to the Security requirements of Avaya and/or the Customer as provided Supplier. If at the direction of the Customer the employees of the Supplier are requested to leave a site or, if prevented from performing the Services at the direction of the Customer, Supplier must immediately notify the Avaya Service Delivery Manager.
Drive strategic business goal - Blanco
Response - 100% initial response time of <30 mins for high priority alarms and <15 mins for critical priority alarms
Response - 100 % initial response of reply mails within 15 mins

Business Objectives Value (Rating)

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