Contract Call Centres Award 2010 - Business SA

Contract Call Centres Award 2010 (MA000023)• provide workplace information and resourcing plans;• support continuous improvement systems and processes;• deliver and monitor a service to customers; and• support a workplace learning environment.(iii) QualificationsAn employee who holds a Certificate III in Business or equivalent wouldbe classified at this level when employed to perform the functions in therole definition and taking into account the indicative tasks.(d) Clerical and Administration Officer Level 4(i)Role definitionAn employee at this level:• works without supervision, with general guidance on progress andoutcomes sought;• may be responsible for the organisation of the work of others;• applies knowledge with depth in some areas and a broad range of skills;• performs a wide range of tasks, and the range and choice of actionsrequired will usually be complex; and• performs work within routines, methods and procedures wherediscretion and judgment is required, for both self and others.(ii)Indicative tasksThe following tasks are indicative of those performed by an employee atthis level:• develop work priorities;• establish business networks;• develop teams and individuals;• analyse and present research information;• maintain business technology;• co-ordinate business resources;• report on financial activity;• promote products and services;• co-ordinate implementation of customer service strategies;• monitor a safe workplace;• promote innovation and change;MA000023 This award does not come into force until 1 January 2010 47