Modification History
Not applicable.
Description
Descriptor
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.
Pathways Information
Qualification Pathways
Entry requirements
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
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- 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.
Licensing/Regulatory 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.
Entry Requirements
Not applicable.
Employability Skills Summary
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EMPLOYABILITY SKILLS QUALIFICATION SUMMARY |
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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. |
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Employability Skill |
Industry /enterprise requirements for this qualification include : |
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Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
(Technology requirements may be modified for people with a disability) |
Packaging Rules
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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. Elective Units Group A units Contact Centre Operations BSBCCO501A Develop business continuity strategies BSBCCO601A Optimise customer contact operations BSBCCO602A Manage customer contact information BSBCCO604A Develop and maintain a service level strategy BSBCCO608A Manage customer contact operational costs BSBCCO609A Integrate customer contact operations within the organisation IT Analysis and Design BSBITA601A Configure and optimise customer contact technology Management BSBMGT405A Provide personal leadership BSBMGT605B Provide leadership across the organisation BSBMGT618A Develop a contact centre business plan Group B units Compliance BSBCOM601B Research compliance requirements and issues BSBCOM602B Develop and create compliance requirements BSBCOM603B Plan and establish compliance management systems Contact Centre Operations BSBCCO603A Design and launch new customer contact facilities BSBCCO605A Develop and maintain a customer contact marketing strategy BSBCCO606A Forecast and plan using customer contact traffic information analysis BSBCCO607A Manage customer contact centre staffing Diversity BSBDIV601A Develop and implement diversity policy General Administration BSBADM407B Administer projects BSBADM409A Coordinate business resources Human Resource Management BSBHRM503B Manage performance management systems BSBHRM505B Manage remuneration and employee benefits BSBHRM506A Manage recruitment, selection and induction processes BSBHRM507A Manage separation or termination BSBHRM509A Manage rehabilitation or return-to-work programs BSBHRM604A Manage employee relations Learning and Development BSBLED502A Manage programs that promote personal effectiveness BSBLED701A Lead personal and strategic transformation BSBLED702A Lead learning strategy implementation BSBLED705A Plan and implement a mentoring program Management BSBMGT615A Contribute to organisation development Marketing BSBMKG610A Develop, implement and monitor a marketing campaign Project Management BSBPMG501A Manage application of project integrative processes BSBPMG502A Manage project scope BSBPMG503A Manage project time BSBPMG504A Manage project costs BSBPMG505A Manage project quality BSBPMG506A Manage project human resources BSBPMG507A Manage project communications BSBPMG508A Manage project risk BSBPMG509A Manage project procurement BSBPMG510A Manage projects Public Relations BSBPUB504A Develop and implement crisis management plans Quality Auditing BSBAUD503B Lead a quality audit Risk Management BSBRSK501A Manage risk Sustainability BSBSUS501A Develop workplace policy and procedures for sustainability Workplace Effectiveness BSBWOR403A Manage stress in the workplace Imported units 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. Contact Centre Manager (new contact centre ) 8 core units including:
2 elective units selected from:
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