Prince Gerald

VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION HUMAN RESOURCES MISSION: VISION: GOAL: 1. To ensure recruitment and retention of the best staff. 2. To maintain a population of adequately trained staff. 3. To monitor and evaluate staff performance in line with KPIs and company goals. 4. To ensure appropriate staff renumeration and welfare in compliance with labor law of resident country. 5. To manage employee relations and maintain staff safety. 6. Maintain an updated database and inventory FUNCTIONS: RECRUITMENT, COMPENSATION & WELFARE, TRAINING, ARCHIVE 1. RECRUITMENT Receive recruitment Order from concerned unit Source for candidates Offer acceptance Screen applicants Shortlist candidates Extend offer Onboarding Management approval Employment confirmation letter First appraisal 6months post-employment Application Employment Appraisal Select best candidate Evaluation after first quarter Satisfactory Phases: Interview shortlisted candidates Unsatisfactory Inform staff of poor performance, retrain and evaluate again after 6months VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION 2. TRAINING Training need analysis Identify training need(s) Receive approval to train Source for vendor Define training objectives Prepare staff for training Training presentation Evaluation and follow up Performance tryout Phases: Training needs analysis Vendor sourcing Training proper Evaluation and follow-up 3. COMPENSATION Create compensation committee Develop job description Use information to design a salary structure Phases: Planning Analysis Process control Conduct internal equity analysis to drive compensation budget Conduct market analysis to determine the going rate Develop administrative policies e.g., Leaves, pension etc. in line with legal requirements and labor laws of residential country. VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION 4. ARCHIVE Inventory and data policy Choose data archive product Define a retention period for documents/data Create retention policy Archive data once retention period is reached Record Phases: Inventory Policy Records VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION CUSTOMER CARE MISSION: VISION: GOAL: 1. To provide adequate product information to customers. 2. To support customers to make their choice of product. 3. To process customer orders. 4. To follow-up on customers and inform them of promos, discounts, sales etc. 5. To resolve customer query and issues. FUNCTIONS: ORDER PROCESSING, ISSUE RESOLUTION & ESCALATION 1. ORDER PROCESSING Order Payment validation Payment Payment declined Cancel order Product delivery or pick up Phases: Payment verified & order locked Order receipt confirmation Moved to delivery Close order Order Payment Confirmation Delivery Feedback & Support Feedback &Support VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION 2. ISSUE RESOLUTION &ESCALATION ROLE Customer support agent TIME 10-15 mins RESPONSE -Live support to solve the problem Level 2 Customer support manager 15-50 mins Level 3 Account Manager 1-2 hrs Level 4 Product Manager/ 1-3 business Senior days Manager/Stakeholders -Live support with support team -Create ticket with customer details for follow up. -Review issue -Delegate resolution -Attempt resolution -Document issue and all methods used -Review issue -Apologize and Offer incentives to customer -Seek for external talent to solve issue -Document all steps taken till resolution -Formulate improvement to product that prevents repeat occurrence. Level 1 Phases Contact Issue resolution Escalation Issue close out ESCALATION -Unable to resolve. -customer requests to speak with manager. -Unable to resolve. -Skills required for resolution are beyond support team’s. -Unable to resolve. -Customer threatens to leave or bad review N/A VOOSE TECHNOLOGIES BUSINESS PROCESS DOCUMENTATION IT