Elements and Performance Criteria
- Relate own role to contact centre operations
- Identify specific contact centre operations and relate these to the industry wide context
- Identify the role of the contact centre in relation to the organisation
- Identify personal contact centre role and operations
- Relate personal operations to whole of contact centre objectives
- Identify major components of the contact centre infrastructure
- Relate personal operations to contact centre infrastructure
- Manage personal performance
- Recognise and use available resources and support effectively
- Identify contact centre organisational structure and operate within its reporting protocols, policies and procedures
- Comply with organisational, regulatory and legislative requirements
- Identify personal performance requirements and expectations
- Adopt strategies to achieve performance requirements
- Recognise and participate in performance management and development processes
- Maintain a professional approach to employment
- Display a positive approach to employment and role
- Identify realistic short- and long-term career objectives
- Relate personal capabilities to current role and career objectives
- Display appropriate behaviours and commitment to ethics
- Identify strategies for projecting a professional image in current role
- Contribute to the promotion to customers and clients of the centre, organisation and its staff
- Participate in a workplace team
- Accurately identify team member roles and team structure
- Interact cooperatively with team members
- Recognise, acknowledge and contribute to the achievement of team objectives
- Contribute to the formation of team objectives
- Recognise and respond positively to conflict within team
- Provide feedback to enhance team performance