Skill set Outline

Information current as of
13/09/2026 10:38 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Contact Centre Team Manager Skill Set

Contact Centre Team Manager Skill Set

Skill set
National Code
BSBSS00127
State Code
AE298
TGA Status
Current
DTWD Status
Approved
National Endorsed, State Implementation and Classification
AQF Level
—
Field of Education
—
Skillset Type
National
Original TGA Release Date
19/10/2020
Current Release Date
19/10/2020
Current Release Number
1.00
Approved Date
16/03/2021
Nominal Hours
155
Duration
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 19/10/2020 Current Approved
Description
This skill set addresses the skills and knowledge to manage a team in a customer service contact centre.
Pathway Information
Units from this skill set can contribute to credit towards BSB50120 Diploma of Business and BSB50420 Diploma of Leadership and Management.
Licensing / Regulatory Information
No licensing, legislative or certification requirements apply to this skill set at the time of publication.
Target Group
This skill set is for individuals who are managing a team in a customer service contact centre.
Suggested words for statement of attainment
These units of competency from the BSB Business Services Training Package meet industry requirements for individuals managing a team in a customer service contact centre.
General notes
Schedule
State Code National Code Title Hours Type
AWX31 SIRXCEG004 Create a customer-centric culture 30 Unit of competency
OCE82 BSBOPS404 Implement customer service strategies 35 Unit of competency
OCE38 BSBCMM412 Lead difficult conversations 35 Unit of competency
OCD89 BSBTWK502 Manage team effectiveness 55 Unit of competency
No information