Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO607A Mapping and Delivery Guide
Manage customer contact centre staffing
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO607A - Manage customer contact centre staffing |
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Description | This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies in a business environment where a manager has overall responsibility for the recruitment, induction, retention and training, and regulatory and legislative compliance of staff.Competence in this unit requires people management skills, and knowledge of recruitment, remuneration, incentive and compliance issues. This unit is very broad; it requires broad management skills and knowledge.This role is undertaken by those with managerial responsibility. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Stakeholder Relations - Contact Centre Operations |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Develop and apply recruiting and staff retention strategies |
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Element: Manage induction and ongoing staff training |
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Element: Establish a performance management program |
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Element: Manage remuneration and incentive programs |
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Element: Manage compliance with statutory and regulatory requirements |
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