Training Officer

Position Outline

This role is principally involved with the design, development and delivery of call centre specific training. It may include broad based introductory or specific product or technical training on the use of systems. The role will involve development of training materials, basic administration of trainees and assistance with implementing programme changes and improvements.

Tasks include:

Design of training programmes to develop the knowledge, skills and attitudes (KSA’s) required to achieve delivery of required services to both internal and external customers.

Delivery of training to ensure effective development of KSA’s.

Evaluation of training outcomes as they are applied on the job and modification of content and delivery to ensure continuous improvement.

Evaluation of feedback from trainees to ensure improvement of training delivery and administration.

Evaluation, development and acquisition of training resources to improve learning outcomes.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Training Officer

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

19

45,915

38,000

43,000

50,000

50,555

41,730

47,440

55,750

By Industry

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Financial Services & Insurance

7

42,571

38,250

41,500

45,000

46,511

41,800

45,370

49,400

Services & Hospitality

5

45,333

38,750

44,000

50,000

48,413

41,585

47,010

53,395

Other Industries

7

47,987

38,125

40,000

54,428

54,032

43,785

45,975

60,928

By Turnover

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

+$3 Bn (BRW Top 200)

7

43,341

36,000

39,500

50,785

48,031

39,680

44,015

56,660

$250m - $850m (BRW Top 500)

8

50,438

38,875

45,000

50,000

55,149

43,201

49,633

55,175

Less Than $100m p.a.

4

41,375

42,000

44,289

44,923

By Location

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

NSW

11

45,699

39,625

44,000

50,000

49,817

43,201

48,028

54,750

Vic

8

46,000

37,500

39,000

46,250

51,853

43,073

44,800

52,435

 

Customer Relations Specialist

Position Outline

This role is a specialised customer contact officer, responsible for dealing with complex, escalated problems that involve systemic or multi-functional factors. This is distinct from the normal escalation process (ie Agent - Team Leader - Manager) and may involve detailed correspondence, claimant handling or dispute resolution.

Tasks include:

Analysis of escalated problems to determine their cause.

Development of solutions to resolve escalated problems to the satisfaction of the customer.

Investigation of underlying issues relating to escalated problems and recommendation of changes to processes or policies to prevent or reduce the incidence of the future occurrence of such problems.

Liaison across functional units to create an awareness of issues relating to significant or high impact escalated problems.

Participation in the development of solutions to systemic or high impact problems.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Customer Relationship Specialist

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

9

46,778

36,000

41,000

46,500

49,753

38,555

43,800

50,070

 

Quality Specialist/Workforce Analyst

Position Outline

This role deals with those who gather MIS data at a more advanced level and will involve a higher level of analysis of the data from the PABX, ACD or CTI based systems. It may involve assisting supervisors with coaching, developing and recommending improved systems of work in the call centre, or supervision of support staff. The role is broader in scope than scheduling and rostering specialist and will involve a higher level of problem solving and accountability (see also "Supervisor" above)

Tasks include:

Development of systems to monitor the outcome of KPI’s within or across functional areas, this may include work process or IT systems.

Monitoring of data from MIS tools to provide feedback for supervisors in order to counsel individual agents.

Analysis of data from MIS tools and facilitation of processes to improve the outcome of call centre or work group KPI’s.

Assistance with the production of management reports to ensure timeliness, accuracy and relevance with respect to call centre KPI’s.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Quality/Workforce Analyst

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

13

45,625

40,000

41,000

53,750

51,831

45,775

47,020

60,575

By Industry

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Financial Services & Insurance

5

45,924

39,498

45,000

53,750

52,597

45,343

51,650

61,275

Other Industries

8

45,438

40,000

41,000

47,500

48,407

42,625

43,870

50,913

By Turnover

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

+$3 Bn (BRW Top 200)

6

45,400

40,250

41,000

47,750

51,922

46,270

47,020

55,275

$250m - $850m (BRW Top 500)

7

46,270

38,248

40,000

56,250

49,315

40,820

42,975

59,838

By Location

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

NSW

6

50,417

40,000

47,500

56,250

57,434

46,046

54,588

64,169

Others States

7

41,517

39,498

40,500

41,000

44,381

42,123

43,370

44,098

 

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