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4. Workforce Management
4.1 Training and Skills Development
4.2 Workplace Health and Safety
4.3 Industrial Relations
Workforce management will ensure workplace health and safety, industrial relations, training and skill development are integrated with the organisational procedures, practices and performance standards of the organisation. Effective workforce management at all levels of the call centre industry is a key contributor to achieving the Key Priorities and Objectives.
Workforce management requires agencies and signatories to:
- create and maintain a safe working environment;
- integrate training and skill development into project management; and support cooperative, consultative and productive industrial relations, including compliance with awards and/or agreements and legislation.
These objectives centre on industry participants adopting a broad-based agenda to improve productivity through:
- effective communication;
- teamwork;
- high standards in workplace health and safety;
- training and skill development;
- effective workplace practices;
- promotion of access, equity and equal employment opportunity; and
- continuous improvement and best practice.
Last updated October 5, 2005
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