Contract Call Centres Award 2010 - Business SA

Contract Call Centres Award 2010 (MA000023)Schedule B—Classification Structure and Definitions[Sched A renumbered as Sched B by PR988402]B.1 Classification tableClassificationQualificationsCustomer Contact TraineeClerical and Administration Officer Level 1Customer Contact Officer Level 1Clerical and Administration Officer Level 2Customer Contact Officer Level 2Clerical and Administration Officer Level 3Principal Customer Contact SpecialistCustomer Contact Team LeaderClerical and Administration Officer Level 4Principal Customer Contact LeaderClerical and Administration Officer Level 5Contract Call Centre Industry Technical AssociateN/ACertificate ICertificate IICertificate IICertificate IIICertificate IIIN/ACertificate IVCertificate IVDiplomaDiplomaAdvanced DiplomaB.2 Classification definitionsB.2.1Customer contact stream—classifications(a)Customer Contact Trainee(i)(ii)A Customer Contact Trainee is engaged in a course of training anddevelopment (other than through a new apprenticeship/traineeship) toenable them to perform customer contact functions in thetelecommunications industry.An employee at this level would not normally perform customer contactfunctions without direct/immediate supervision.(iii) An employee would normally graduate from the course of training as aCustomer Contact Officer Level 1.MA000023 This award does not come into force until 1 January 2010 37