Application
This unit describes the skills and knowledge required to schedule customer engagement activity and manage customer engagement schedules using manual and electronic systems.
It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Analyse engagement traffic data | 1.1 Access engagement traffic data 1.2 Identify engagement traffic patterns over short and long intervals 1.3 Identify anomalies and non |
2 Review forecasting and planning | 2.1 Incorporate identified range of contact centre or customer engagement phenomena into resource planning 2.2 Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning |
3 Plan labour requirements | 3.1 Determine basic inputs to queuing tools 3.2 Calculate resources required using queuing tools 3.3 Adjust results to account for quantitative and qualitative factors 3.4 Schedule levels of forecasted call and engagement traffic 3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs 3.6 Use available skill base appropriate to schedule most effective use of human resources 3.7 Communicate schedules to staff within designated timelines |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Writing | 3.7 | Records scheduling information clearly and accurately |
Oral Communication | 3.7 | Participates in exchanges with relevant others using clear and concise language to convey and confirm information |
Numeracy | 1.2, 1.3, 2.1, 3.2, 3.3 3.5 | Interprets relatively complex operational data to perform calculations and forecast call and contact traffic levels Calculates scheduling requirements and related labour costs, making adjustments for circumstances that affect efficiency and cost minimisation goals |
Get the work done | 1.1, 1.3, 2.1, 2.2, 3.1, 3.2, 3.4-3.7 | Uses logical steps to perform resource planning; identifying, extracting and evaluating relevant information Uses analytical processes and problem-solving techniques to predict customer contact scheduling requirements with consideration of expected and unexpected circumstances in business operations Considers staff skill-base when making decisions about scheduling to maximise efficiency and effectiveness, and manages related communication Uses a range of digitally based information systems and applications to access and filter data, and extract, organise and integrate information to plan staff scheduling and maintain call centre efficiencies |
Sectors
Stakeholder Relations – Customer Engagement