| Assessment Section Index | Total
Questions |
| |
| 1.0 Corporate Objectives / Business Processes | |
| |
| 1.0 Leadership Dimension Section 01 - Self Management | |
| | 1.1.0 | Corporate Objectives and Strategy Fit (compulsory) | 6 |
| | 1.1 | Leadership Core Competency - Work habits of a manager | 4 |
| | 1.2 | Leadership Core Competency - Attitudes to work | 5 |
| | 1.2.0 | Call / Contact Centre Objectives and Strategy (compulsory) | 5 |
| | 1.3.0 | Business process alignment and change management (compulsory) | 19 |
| | 1.3 | Leadership Core Competency - Ability to manage stress | 5 |
| | 1.4 | Leadership Core Competency - Understanding of self | 4 |
| | 1.4.0 | Disaster Recovery Plan, Data Security and Compliance (compulsory) | 23 |
| |
| 2.0 Customer Relationship Management | |
| | 1.5 | Leadership Core Competency - Approach to learning and input. | 4 |
| | 2.1.0 | Customer contact (compulsory) | 45 |
| |
| 2.0 Leadership Dimension Section 02 - Leading and Managing | |
| | 2.2.0 | Customer Complaint Management (compulsory) | 13 |
| | 2.1 | Leadership Core Competency - Communication competencies. | 6 |
| | 2.2 | Interpersonal awareness | 5 |
| | 2.3.0 | Customer satisfaction (compulsory) | 5 |
| |
| 3.0 Health & Safety and Staff Wellbeing | |
| | 2.3 | Leadership Core Competency - Goal setting and motivation of team members | 5 |
| | 2.4 | Leadership Core Competency - Assessing and developing others | 4 |
| | 3.1.0 | Health & Safety - Health, Safety and Environment (compulsory) | 15 |
| | 3.2.0 | Health & Safety - Display Screen Equipment (DSE) and the working environment (compulsory) | 20 |
| | 2.5 | Leadership Core Competency - Mangers ability to work with and influence others | 6 |
| | 3.3.0 | Health & Safety - Environmental controls and practices in place or what needs to be in place. (compulsory) | 9 |
| |
| 3.0 Leadership Dimension Section 03 - Task Management | |
| | 3.4.0 | Health & Safety - Eyes and eyesight, voice, hearing / noise, and musculoskeletal disorders (MSD) are covered in this section. (compulsory) | 22 |
| | 3.1 | Leadership Core Competency - Execution of tasks for a manager | 6 |
| | 3.2 | Leadership Core Competency - Problem solving competencies required for a manager | 5 |
| | 3.5.0 | Staff Wellbeing (compulsory) | 26 |
| | 3.6.0 | Staff Wellbeing - Cover daily work routine and work practises within the centre. (compulsory) | 16 |
| | 3.3 | Leadership Core Competency - Management of information and material resources | 4 |
| | 3.4 | Leadership Core Competency - Management of human resources | 3 |
| |
| 4.0 Contact Centre Structure (compulsory) | 15 |
| |
| 5.0 Recruitment / Career Development / Remuneration | |
| | 3.5 | Leadership Core Competency - Directing of performance | 4 |
| | 5.1.0 | Recruitment | 12 |
| |
| 4.0 Leadership Dimension Section 04 - Innovation | |
| | 5.2.0 | Career development | 42 |
| | 4.1 | Leadership Core Competency - Creative ability | 4 |
| | 4.2 | Leadership Core Competency - Inventiveness | 5 |
| | 5.3.0 | Remuneration | 15 |
| |
| 6.0 Training | 29 |
| | 4.3 | Leadership Core Competency - Integration and accommodation of different views and opinions | 4 |
| | 4.4 | Leadership Core Competency - Managers forecasting capability | 4 |
| |
| 7.0 Internal Communications | 15 |
| |
| 8.0 Operational Metrics | |
| | 4.5 | Leadership Core Competency - Management of change | 4 |
| | 8.1.0 | Scheduling and resource planning | 12 |
| |
| 5.0 Leadership Dimension Section 05 - Social Responsibility | |
| | 8.2.0 | Service Measures | 11 |
| | 5.1 | Leadership Core Competency - Civic responsibility | 6 |
| | 5.2 | Leadership Core Competency - .Social knowledge | 6 |
| | 8.3.0 | Reporting – Contact Centre Metrics | 36 |
| | 8.4.0 | Contact volumes and costs | 31 |
| | 5.3 | Leadership Core Competency - Ethical processes | 4 |
| | 5.4 | Leadership Core Competency - Leading others ethically | 5 |
| | 8.5.0 | Call and contact flow monitoring and management. (compulsory) | 14 |
| | 8.6.0 | Call and contact quality management (compulsory) | 17 |
| | 5.5 | Leadership Core Competency - Integrity and accountability | 6 |
| | 8.7.0 | Quality of voice messages, automatic response and other customer contact (compulsory) | 5 |
| | 8.8.0 | Technology | 58 |
| | 8.9.0 | Quality and process analysis | 10 |
| | 8.10.0 | Planning and Objective Setting | 21 |
| Total: | 685 |