This qualification reflects the role of individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies. Their knowledge base may be specialised or broad. These individuals are often accountable for group outcomes.
Job Roles
Contact Centre Manager
Customer Service Manager
Operations Manager
Workforce Manager.
Subjects
Packaging Rules
Total number of units = 10
8 elective units must be selected from the Group A units listed below.
The remaining 2 elective units may be selected from the Group B units listed below or any currently endorsed Training Package or accredited course at the same qualification level.
Electives must be relevant to the work outcome, local industry requirements and the qualification level.
ICAA5056B Prepare disaster recovery and contingency plans
Selecting Elective Units for Different Outcomes
The context for this qualification varies and this must guide the selection of elective units. An example of appropriate elective units for a particular outcome follows.
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points including:
BSB50307 Diploma of Customer Contact or other relevant qualification/s
OR
with vocational experience assisting in a range of support roles without a formal business qualification.
Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:
Analyst
Campaign Manager
Project Manager
Quality Assurance/Compliance Officer
Scheduler
Subject Matter Expert/Coach
Team Leader (experienced)
Team Supervisor/Manager.
This breadth of expertise would equate to the competencies required to undertake this qualification.
Pathways from the qualification
After achieving this qualification candidates may choose to undertake studies at higher education level.
Entry Requirements
Not applicable.
Licensing Information
Licensing, Legislative, Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
Employability Skills
QUALIFICATION SUMMARY
The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability Skill
Industry/enterprise requirements for this qualification include:
Communication
having the ability to transfer information centre's operational plan, goals, new products and services to team/project members
presenting complex and strategic information in a variety of formats
reading and interpreting a range of reports and information
writing team/project plans, documents and reports
Teamwork
developing a team culture and identity
managing multiple teams and applying knowledge of organisation's goals to team/centre performance
working in cross organisational leadership teams
working with diverse persons and groups (internally and externally)
Problem-solving
analysing information, statistics and reports
contributing to achievement of quality assurance standards
identifying quality and process improvements
Initiative and enterprise
advocating for the contact centre within an organisational context
implementing improvements, systems and processes
implementing operational plan to support organisation's goals
Planning and organising
developing centre and organisational plans
managing learning and development plans for team members
planning centre resources, targets and performance levels
Self-management
ensuring compliance with legislation such as occupational health and safety
managing own time and work priorities
managing own performance and motivating others
Learning
implementing learning and development strategies
managing learning of centre and direct reports
Technology
using electronic communication devices and processes i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to support centre management
using technology to assist the manipulation of information and maximise centre performance
(Technology requirements may be modified for people with a disability)