Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit applies in a business environment where a manager has overall responsibility for the recruitment, induction, retention and training, and regulatory and legislative compliance of staff. Competence in this unit requires people management skills, and knowledge of recruitment, remuneration, incentive and compliance issues. This unit is very broad; it requires broad management skills and knowledge. This role is undertaken by those with managerial responsibility. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Develop and apply recruiting and staff retention strategies |
1.1. Develop and maintain job descriptions for all customer contact roles 1.2. Develop and maintain position profiles for all customer contact roles 1.3. Apply interviewing techniques in staff selection processes 1.4. Identify critical churn factors by analysis of staff turnover records and exit interview records 1.5. Introduce staff retention strategies to reduce churn |
2. Manage induction and ongoing staff training |
2.1. Arrange for the skill levels possessed by all staff to be audited 2.2. Arrange the identification of skill needs and skills gaps for all customer contact roles 2.3. Distinguish between technology skill and customer service skill needs 2.4. Develop training plans to meet identified skills gaps 2.5. Identify suitable sources of training support 2.6. Arrange training programs to reduce skills gaps for all staff |
3. Establish a performance management program |
3.1. Develop and maintain key performance indicators and/or competency sets for all staff 3.2. Agree on key performance indicators with each customer contact staff member 3.3. Plan and maintain review dates and data collection to enable performance management 3.4. Conduct performance reviews and produce effective personal development plans |
4. Manage remuneration and incentive programs |
4.1. Determine key performance indicators for individuals or groups 4.2. Set appropriate remuneration levels for job accountabilities and industry 4.3. Initiate incentive schemes using key performance indicators which are within the control of staff 4.4. Regularly review remuneration and incentive schemes to ensure effectiveness 4.5. Implement audit process to ensure integrity of programs |
5. Manage compliance with statutory and regulatory requirements |
5.1. Maintain personal and staff awareness of all relevant statutory and regulatory requirements 5.2. Ensure total compliance to statutory and regulatory requirements 5.3. Identify, record and rectify any breaches of statutory and regulatory requirements 5.4. Implement compliance training and review programs as required |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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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:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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Job descriptions may include: |
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Position profiles may include: |
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Interviewing techniques may include: |
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Churn factors may include: |
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Key performance indicators may include: |
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Incentive schemes may include: |
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Statutory and regulatory requirements may include: |
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Unit Sector(s)
Unit sector |
Competency field
Competency field |
Stakeholder Relations - Contact Centre Operations |
Co-requisite units
Co-requisite units |
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