Required skills

analytical skills to analyse relevant workplace information and data and to understand budget scenarios sensitivities and threats

attention to detail

communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels

financial skills to manage budgetary resources

information technology skills to organise and use data efficiently

interpersonal skills to establish rapport to build relationships with clients team members and stakeholders to establish relevant networks with key people

leadership skills to gain the trust and confidence of colleagues and clients

literacy skills to articulate ideas and information clearly to prepare and present reports containing complex information data and concepts

negotiation and communication skills to gain positive budget outcomes for the contact centre

numeracy skills to effectively deal with the data and statistical information required to establish and monitor the budget

research skills to access relevant information and to consider all available options

risk assessment and mitigation skills to identify threats to the customer contact centre budget and to implement any remedial actions

Required knowledge

accounting principles

benchmarking principles

budgeting principles

costbenefit analysis principles

financial delegation policy of organisation financial control systems and requirements

organisational business objectives and goals including operational and business planning

risk assessment and management 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 following is essential

analysis of costs of operating customer contact operations

preparation justification and presentation of the budget

control and monitoring of the budget and compliance with financial control systems

knowledge of budgeting principles

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to information and databases for analysis activities

access to relevant standards and guidelines

access to financial control systems and budget documentation and reporting

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 onthejob performance by the candidate

review of feedback from stakeholders

review of performance against targetsbudget

review of transaction cost report

review of operations budget

review of budget justification documentation

review of budget performance tracking report

oral andor written questioning to assess knowledge of strategies to minimise threats to budget

review of communication plan

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCCOA Optimise customer contact operations

BSBCCO601A Optimise customer contact operations

BSBMGTA Develop a contact centre business plan

BSBMGT618A Develop a contact centre business plan.

Transaction costs may include:

Revenue may include:

Operating expenses may include:

Capital expenditure may include:

Stakeholders may include:

Statistical performance may include:

Financial control systems may include: