Elements and Performance Criteria
- Develop and apply recruiting and staff retention strategies
- Develop and maintain job descriptions for customer engagement roles
- Develop and maintain position profiles for customer engagement roles
- Apply staff selection processes using interviewing techniques
- Identify critical churn factors by analysing records of staff turnover and exit interviews
- Introduce staff retention strategies to reduce churn
- Manage induction and ongoing staff training
- Arrange for staff skill levels to be audited
- Arrange the identification of skill needs and skill gaps for all customer engagement roles
- Distinguish between technology skill and customer service skill needs
- Develop training plans to meet identified skill gaps
- Identify suitable sources of training support
- Arrange training programs to reduce skill gaps for all staff
- Establish a performance-management program
- Manage remuneration and incentive programs
- Determine KPIs for individuals and groups
- Set appropriate remuneration levels for job accountabilities and industry
- Initiate incentive schemes using KPIs that are within the control of staff
- Regularly review remuneration and incentive schemes to ensure effectiveness
- Implement audit process to ensure integrity of programs
- Manage compliance with statutory and regulatory requirements