Assessor Resource

BSBCUE607
Manage customer engagement centre staffing

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to maintain stable and productive staffing levels in a business unit within a customer engagement centre, including the recruitment, induction, retention and training and regulatory and legislative compliance of staff.

It applies to individuals who analyse, design and execute judgements using wide ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Develop and apply recruiting and staff retention strategies

1.1 Develop and maintain job descriptions for customer engagement roles

1.2 Develop and maintain position profiles for customer engagement roles

1.3 Apply staff selection processes using interviewing techniques

1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews

1.5 Introduce staff retention strategies to reduce churn

2 Manage induction and ongoing staff training

2.1 Arrange for staff skill levels to be audited

2.2 Arrange the identification of skill needs and skill gaps for all customer engagement roles

2.3 Distinguish between technology skill and customer service skill needs

2.4 Develop training plans to meet identified skill gaps

2.5 Identify suitable sources of training support

2.6 Arrange training programs to reduce skill gaps for all staff

3 Establish a performance-management program

3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff

3.2 Agree on KPIs with each customer contact staff member

3.3 Plan and maintain review dates and data collection to enable performance management

3.4 Conduct performance reviews and produce personal development plans

4 Manage remuneration and incentive programs

4.1 Determine KPIs for individuals and groups

4.2 Set appropriate remuneration levels for job accountabilities and industry

4.3 Initiate incentive schemes using KPIs that are within the control of staff

4.4 Regularly review remuneration and incentive schemes to ensure effectiveness

4.5 Implement audit process to ensure integrity of programs

5 Manage compliance with statutory and regulatory requirements

5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements

5.2 Ensure total compliance with statutory and regulatory requirements

5.3 Identify, record and rectify breaches of statutory and regulatory requirements

5.4 Implement compliance training and review programs as required

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Develop and apply recruiting and staff retention strategies

1.1 Develop and maintain job descriptions for customer engagement roles

1.2 Develop and maintain position profiles for customer engagement roles

1.3 Apply staff selection processes using interviewing techniques

1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews

1.5 Introduce staff retention strategies to reduce churn

2 Manage induction and ongoing staff training

2.1 Arrange for staff skill levels to be audited

2.2 Arrange the identification of skill needs and skill gaps for all customer engagement roles

2.3 Distinguish between technology skill and customer service skill needs

2.4 Develop training plans to meet identified skill gaps

2.5 Identify suitable sources of training support

2.6 Arrange training programs to reduce skill gaps for all staff

3 Establish a performance-management program

3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff

3.2 Agree on KPIs with each customer contact staff member

3.3 Plan and maintain review dates and data collection to enable performance management

3.4 Conduct performance reviews and produce personal development plans

4 Manage remuneration and incentive programs

4.1 Determine KPIs for individuals and groups

4.2 Set appropriate remuneration levels for job accountabilities and industry

4.3 Initiate incentive schemes using KPIs that are within the control of staff

4.4 Regularly review remuneration and incentive schemes to ensure effectiveness

4.5 Implement audit process to ensure integrity of programs

5 Manage compliance with statutory and regulatory requirements

5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements

5.2 Ensure total compliance with statutory and regulatory requirements

5.3 Identify, record and rectify breaches of statutory and regulatory requirements

5.4 Implement compliance training and review programs as required

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Develop and maintain job descriptions for customer engagement roles 
Develop and maintain position profiles for customer engagement roles 
Apply staff selection processes using interviewing techniques 
Identify critical churn factors by analysing records of staff turnover and exit interviews 
Introduce staff retention strategies to reduce churn 
Arrange for staff skill levels to be audited 
Arrange the identification of skill needs and skill gaps for all customer engagement roles 
Distinguish between technology skill and customer service skill needs 
Develop training plans to meet identified skill gaps 
Identify suitable sources of training support 
Arrange training programs to reduce skill gaps for all staff 
Develop and maintain key performance indicators (KPIs) or competency sets for all staff 
Agree on KPIs with each customer contact staff member 
Plan and maintain review dates and data collection to enable performance management 
Conduct performance reviews and produce personal development plans 
Determine KPIs for individuals and groups 
Set appropriate remuneration levels for job accountabilities and industry 
Initiate incentive schemes using KPIs that are within the control of staff 
Regularly review remuneration and incentive schemes to ensure effectiveness 
Implement audit process to ensure integrity of programs 
Maintain personal and staff awareness of relevant statutory and regulatory requirements 
Ensure total compliance with statutory and regulatory requirements 
Identify, record and rectify breaches of statutory and regulatory requirements 
Implement compliance training and review programs as required 

Forms

Assessment Cover Sheet

BSBCUE607 - Manage customer engagement centre staffing
Assessment task 1: [title]

Student name:

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I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessment Record Sheet

BSBCUE607 - Manage customer engagement centre staffing

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: