DETAIL ORIENTED AND
ANALYTICAL.
•
KNOWLEDGE OF ALL MICROSOFT OFFICE APPLICATIONS.
•
KNOWLEDGE OF ALL RCN SOFTWARE APPLICATIONS AND PRODUCTS.
•
EXCEPTIONAL
ATTENDANCE AND FULLY EFFECTIVE PERFORMANCE IN CURRENT POSITION.
•
MUST
POSSESS THE ABILITY TO TAKE CHARGE AND MAKE DECISIONS AND TAKE INITIATIVE IN
FULFILLING COMMITMENTS.
•
MUST POSSESS THE ABILITY TO MAKE DECISIONS
CONFIDENTLY BASED ON ANALYSIS OF AVAILABLE INFORMATION AND IMPACT ON BUSINESS
OPERATIONS.
•
MUST POSSESS THE ABILITY TO TAKE OWNERSHIP OF A PROBLEM AND
MOVE TOWARD CLOSURE AND ANTICIPATE FUTURE NEEDS OR EVENTS AND WORK TO IDENTIFY
ALTERNATIVE/CONTINGENCY PLANS.
•
MUST BE ABLE TO WORK FLEXIBLE HOURS,
INCLUDING NIGHTS, WEEKENDS AND HOLIDAYS. SOME OVERNIGHT/INTERNATIONAL TRAVEL MAY
BE REQUIRED.
•
MUST BE ABLE TO ADAPT BEHAVIOR TO SITUATIONAL DEMANDS.
•
MUST BE ABLE TO MAINTAIN THE CONFIDENCE AND TRUST OF OTHERS.
•
MUST POSSESS
EXCELLENT SKILLS IN VOICE, VIDEO AND DATA PRODUCTS.
•
HS DIPLOMA REQUIRED.
BS IN COMMUNICATIONS, HR OR BUSINESS ADMINISTRATION PREFERRED.
•
PREVIOUS
SUPERVISORY EXPERIENCE PREFERRED.
•
MINIMUM THREE YEARS EXPERIENCE IN CALL
CENTER ENVIRONMENT.
SOW-23
EXHIBIT 4
SERVICE LEVEL CREDIT CALCULATION
DEFINITIONS
"ALLOCATION PERCENTAGE" OR "AP" MEANS, FOR EACH OF THE VARIOUS KPIS, THE
FOLLOWING PERCENTAGES:
KPI
Pct. [***]
[***]
[***] [***]
[***] [***]
[***] [***]
[***] [***]
[***] [***]
[***] [***]
[***] [***]
[***] [***]
[***]
[***]
[***] Total
100%
"ATTAINMENT," WITH RESPECT TO EACH KPI, MEANS SITEL'S ACTUAL PERFORMANCE AS A
PERCENTAGE OF THE APPLICABLE KPI STANDARD. THUS FOR EXAMPLE, IF THE SOW
ESTABLISHES A KPI OF [***] FOR SCHEDULE ADHERENCE AND SITEL DURING A GIVEN MONTH
ACTUALLY PERFORMS AT A [***] LEVEL, SITEL'S PERFORMANCE IN RESPECT OF THE KPI
DURING THE APPLICABLE MONTH IS [***]. PERFORMANCE OF OVER A GIVEN MEASUREMENT
PERIOD IS THE AVERAGE OF THE PERCENTAGE PERFORMANCE SCORES FOR THE THREE MONTHS
INCLUDED IN THE MEASUREMENT PERIOD.
"FEES" IN RESPECT OF ANY CALENDAR MONTH MEANS THE AGGREGATE FEES PAID OR PAYABLE
FOR ALL SERVICES FOR THE APPLICABLE MONTH.
"KPI" MEANS THE PERFORMANCE REQUIREMENT ESTABLISHED IN PARAGRAPH 6 OF THIS SOW.
"MEASUREMENT PERIOD" MEANS THREE CONSECUTIVE FULL CALENDAR MONTHS.
SERVICE LEVEL CREDITS. SERVICE LEVEL CREDITS WILL BE CALCULATED [***], FACILITY
BY FACILITY, ON THE BASIS OF SITEL'S PERFORMANCE OVER THE PRECEDING MEASUREMENT
PERIOD, IN EACH CASE BY INSERTING THE RELEVANT INFORMATION IN THE VARIABLE
FIELDS OF THE ATTACHED SPREADSHEET. SERVICE LEVEL CREDIT CALCULATION FOR [***]
AND [***] WILL BEGIN ON THE FIRST DAY OF THE FIRST FULL CALENDAR MONTH FOLLOWING
EXECUTION OF THIS AGREEMENT BY BOTH PARTIES, AND DECEMBER 1, 2007, FOR [***].
[***].
CHANGES TO ALLOCATION PERCENTAGES. NO MORE THAN [***] IN ANY CALENDAR YEAR, RCN
MAY MAKE CHANGES TO THE ALLOCATION PERCENTAGES FOR ANY KPI BY SENDING WRITTEN
NOTICE TO SITEL AT LEAST [***] PRIOR TO THE DATE THAT SUCH NEW PERCENTAGES ARE
TO BE EFFECTIVE. [***].
NOTIFICATION. WITHIN [***] AFTER THE END OF EACH CALENDAR MONTH, RCN SHALL
NOTIFY SITEL REGARDING SERVICE LEVEL CREDITS TO WHICH RCN IS ENTITLED FOR THE
PRECEDING [***] MEASUREMENT PERIOD. SUCH NOTICE SHALL DESCRIBE THE KPI FAILURES
AND SHOW