Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication skills to communicate effectively with personnel at all levels of the organisation
literacy skills to prepare and edit reports and instructions dealing with complex technical issues and data
negotiation skills to deal effectively with internal and external stakeholders
networking and data-gathering skills to assist in managing and reporting on multichannel technology
numeracy skills to carry out analysis and research
planning and organising skills to manage own tasks within required timeframes
problemsolving skills to understand and provide solutions for multichannel issues that arise
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities
teamwork skills to work closely with and support stakeholders
technology skills to:
use database applications, spreadsheets and Word
work effectively with complex multichannel technology.
Required knowledge
business objectives and how technology supports them
crisis management, disaster recovery and business continuity plans
escalation paths and guidelines
reporting requirements of the organisation
service level agreement (SLA) or warranty and service agreement with vendors
multichannel technology, including hardware and software.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
System changesmay include changes to: | interactive voice response (IVR) public access branch exchange (PABX) queuing functions reporting functions telephone configuration user locations visual displays. |
Reprogramming methodsmay include: | engagement of internal or external support preparation of detailed instructions or requirements documentation screen-driven commands and specifics as set out in manuals and delivered in equipment-specific training testing methods to ensure effectiveness of reprogramming. |
Multichannelmay include: | multichannel software: computer telephone outbound diallers unified automated call distribution (ACD), IVR, servers for email and web workforce management applications SMS (text messages) telephone voice. |
Report typeand purpose may include: | simple reports covering whole of centre work rates, to highly detailed reports covering many aspects of individual work rates specific requirements of stakeholders or organisation technology performance reporting for contract management. |
Target audiencefor reports may include: | colleagues managers stakeholders team leaders vendors for contract management. |
System faultsmay include: | disruptions in telecommunications electrical faults software problems virus attacks complete system failure minor problems with individual telephones minor problems with telecommunications technology. |
Fault repairmay include: | engagement of external (vendor) parties to complete repair immediate repair of minor faults by the system administrator replacement of equipment or components of equipment. |
Contingency plansmay include: | business continuity plan crisis management plan disaster recovery plan use of alternative equipment in the immediate area and/or redistributing work locally or moving operations to a backup location. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist