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.
This work is undertaken by those with managerial responsibility.
Not applicable.
1. Develop and apply recruiting and staff retention strategies | 1.1 Develop and maintain job descriptions for customer contact roles 1.2 Develop and maintain position profiles for customer contact 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 contact 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 |
Required skills
analytical skills to:
analyse relevant workplace information and data
make observations of workplace tasks and interaction between people, their activities, equipment, environment and systems
consultation and negotiation skills to:
collate and record information
communicate effectively verbally and in writing
develop and implement plans
interpersonal skills to:
establish rapport and build relationships with customers, team members and stakeholders
establish relevant networks
interviewing and recruitment skills to arrive at effective selection outcomes
literacy skills to:
articulate information and ideas clearly
prepare and present reports and presentations containing complex ideas and concepts
write policies, procedures and plans
numeracy skills to:
carry out analysis and validation of data and information
manage budgetary resources
planning and organising skills to manage own tasks within required timeframes
problem
self
comply with policies and procedures
seek learning and development opportunities
technology skills to manage and analyse data and information.
Required knowledge
employee and industrial relations principles
equal employment opportunity guidelines
interviewing principles
legislative, regulatory and organisational policy framework
organisational recruitment process, including role definition, selection criteria, direct and indirect assessment processes
range of reward and recognition strategies and initiatives
skill auditing and training gap analysis methodologies
strategies for the development of a positive compliance culture
succession planning principles
training program design principles.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: manage a business unit, encompassing: compliance with relevant legislation, regulations and codes induction management of remuneration and incentive programs performance management recruitment training demonstrate knowledge of legislative, regulatory and organisational policy framework. |
Context of and specific resources for assessment | Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on review of: documentation of training programs documentation of compliance programs copies of position descriptions and position profiles documentation of incentive and remuneration programs documentation of staff retention strategies and supporting data and assessment performance against KPIs staff satisfaction surveys and results churn rates and trends. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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.
Job descriptions | accountabilities experience required qualifications required skills and knowledge required special requirements specification of the duties for an individual employee. |
Position profiles | classification of roles remuneration levels set of competency statements to assist in defining the role specification of dimensions of a position within an organisational structure. |
Interviewing techniques | competency and behavioural-based questions fair recruitment practices. |
Churn factors | external factors, such as higher pay rates elsewhere lack of career progression lack of feedback lack of training leadership issues physical environment recognition or reward stress. |
Key performance indicators | adherence to roster availability average handling time call volumes quality retention relevant measures for specific roles sales sales conversion rates seeking learning and development opportunities. |
Incentive schemes | commissions incentive payments non remuneration adjustment reward and recognition programs. |
Statutory and regulatory requirements | award and enterprise agreements national, state or territory legislative requirements, especially in regard to occupational health and safety industry-related codes and regulations, such as: Consumer Credit Code Privacy Act Trade Practices Act/Competition and Consumer Act |
Stakeholder relations – contact centre operations
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.