This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.
Job Roles
Analyst
Campaign Manager
Project Manager
Quality Assurance/Compliance Officer
Scheduler
Subject Matter Expert/Coach
Team Leader (experienced)
Team Supervisor/Manager.
Packaging Rules Total number of units = 10 6 core units plus 4 elective units The 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. Electives must be relevant to the work outcome, local industry requirements and the qualification level. Core units Contact Centre Operations
Information Management
Innovation
Management
Workplace Effectiveness
Imported Units
Elective units Compliance
Contact Centre Operations
Customer Service
Diversity
General Administration
Human Resource Management
IT Analysis and Design
Learning and Development
Management
Marketing
Occupational Health and Safety
Project Management
Public Relations
Quality Auditing
Risk Management
Sales
Sustainability
Workplace Effectiveness
Imported Units
Selecting Elective Units for Different Outcomes The context for this qualification varies and this must guide the selection of elective units. An example of appropriate elective units for a particular outcome follows. Campaign Manager 6 core units plus 4 elective units
Project Manager 6 core units plus 4 elective units selected from:
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Qualification Pathways
Entry requirements
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points including:
BSB40307 Certificate IV in Customer Contact or other relevant qualification/s
OR
with vocational experience assisting in a range of support roles without a formal business qualification.
Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:
Scheduler
Subject Matter Expert/Coach
Quality Assurance Coordinator or Manager
Team Leader/Manager/Supervisor.
This breadth of expertise would equate to the competencies required to undertake this qualification.
Pathways from the qualification
After achieving this qualification candidates may undertake:
BSB60307 Advanced Diploma of Customer Contact.
Not applicable.
Licensing, Legislative, Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
QUALIFICATION SUMMARY | |
The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options. | |
Employability Skill | Industry/enterprise requirements for this qualification include: |
Communication | having the ability to transfer information centre's operational plan, goals, new products and services to team/project members presenting information in a variety of formats reading and interpreting a range of reports and information writing team/project plans, documents and reports |
Teamwork | developing a team culture and identity managing a team and applying knowledge of one's own role to achieve team goals working in cross organisational teams working with diverse persons and groups |
Problem-solving | analysing information, statistics and reports identifying quality and process improvements |
Initiative and enterprise | implementing improvements, systems and processes implementing operational plan to support organisation's goals |
Planning and organising | developing team/project plans managing learning and development plans for team members planning team resources, targets and performance levels |
Self-management | managing own performance and motivating others managing own time and work priorities managing stress in the workplace |
Learning | learning new ideas, skills and techniques providing appropriate information on systems, products and services to team members |
Technology | using electronic communication devices and processes i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to support team management using technology to assist the manipulation of information and to maximise performance (Technology requirements may be modified for people with a disability) |
