Application
This unit describes the skills and knowledge required to develop strategies to establish organisational systems for a multicentre that administers product or service support or sales, or manages information enquiries from consumers.
It applies to individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies, and who will work closely with other members of an organisation and have a high degree of autonomy with managerial responsibility.
A multicentre may be operated through extensive open workspaces, with workstations that may include computers and a telephone set/headset connected to a telecom switch.
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 Plan oversight of multicentre | 1.1 Assess nature of multicentre 1.2 Develop multicentre plan incorporating needs of customers in planning processes 1.3 Ensure plans support quality, time and cost specifications agreed with customers |
2 Design multicentre service | 2.1 Develop and use strategies to monitor progress in achieving product and service targets and standards 2.2 Develop and use strategies to obtain customer feedback to improve provision of products and services 2.3 Develop, procure and use resources to provide high-quality products and services to customers 2.4 Develop strategies to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 2.5 Record plans according to organisation’s systems and processes |
3 Implement plans to establish multicentre | 3.1 Make provision for staffing or staff training requirements to facilitate achievement of targets and standards 3.2 Implement work processes and strategies 3.3 Implement monitoring processes to make provision for future evaluation of targets and standards |
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 | 1.2, 1.3, 2.2, 2.3, 2.5 | Develops and organises content to support format and purpose of a range of multicentre plans Uses logically organised structures and clear language appropriate to audience and purpose in other necessary workplace documentation |
Oral Communication | 2.3, 2.4 | Uses appropriate language and non-verbal features to elicit views and opinions of others and obtains information by listening and questioning |
Numeracy | 1.2, 1.3 | Interprets numerical information and applies basic mathematical calculations to formulate and check specifications |
Navigate the world of work | 2.5 | Takes responsibility for adherence to organisational systems and processes when recording plans |
Interact with others | 2.4 | Identifies and uses appropriate conventions and protocols when conferring with individuals, teams and other stakeholders about multicentre service issues |
Get the work done | 1.1-1.3, 2.1-2.4, 3.1-3.3 | Uses a combination of formal, logical planning processes and an increasingly intuitive understanding of context to identify relevant information and resources, identify and evaluate alternative strategies when developing plans Uses systematic, analytical processes in assessing nature of centre and ensuring plans meet requirements, including setting goals and establishing performance monitoring systems Identifies and evaluates solutions to operational and service problems in consultation and collaboration with others Uses digital systems and tools for data collection, feedback and communication |
Sectors
Stakeholder Relations – Customer Engagement