CSR Competency - CUSTOMER SERVICE REPRESENTATIVE COMPETENCY...

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CUSTOMER SERVICE REPRESENTATIVE COMPETENCY PROFILE Government Agents Branch Final Draft (March 4, 2004)
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Introduction The British Columbia government has commenced a Public Service Renewal initiative which will translate into significant change in the way that people and technology are managed. The introduction of competency models in the BC Public Service is a cornerstone to promoting the government's renewal agenda and to contributing to the strengthening of a professional public service. Competencies help provide the direction and the goals for many types of human resource programs including recruitment, development, performance management, and succession management. The term ‘competency’ is used to describe a cluster of related knowledge, skills, and personal attributes that contributes to successful job performance and, ultimately, to the goals and priorities of the government of British Columbia. Competencies are typically expressed in terms of observable, on-the-job, behaviors. In the summer of 2002, the Government Agents Branch completed a Competency Profile for the Government Agent position which details the key skills, knowledge and behaviors expected of a manager in this role. Last year the Government Agent Service Plan included a commitment to complete a similar profile for Customer Service Representatives. In the fall of 2003, with the help of the Public Service Agency, a team made up of two GA’s and 5 CSR’s began work on this project. Upon completion of a draft version of the profile 2 focus groups with approximately 12 GA’s and CSR’s in each were formed and meetings were held in Kamloops and Prince George. Focus group participants reviewed the drafts for appropriateness and clarity, providing recommendations for improvement. In developing and selecting the competencies outlined in this profile the project team considered not only the current role but also the evolving role of the CSR. As such, this profile supports the Government Agents Branch vision, mission, values and strategies, as well as, the provincial government's client-centered service agenda. 1
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Introduction Why Develop A Competency Profile for CSR’s? The competencies defined in the Customer Service Representative profile form a database that links together various human resource activities. In the Government Agents Branch the activities linked to this profile include training, career development, performance management and recruitment and selection. Training: The CSR Competency Profile will assist Government Agents and CSR’s determine training and development needs by allowing them to identify precisely what skills, knowledge and behaviors the Branch values and expects of staff. Branch training coordinators can also use competency data to develop and /or evaluate training programs to determine if the content of selected courses is appropriate and consistent with the work environment and culture we are developing. If managers and staff responsible for coordinating training understand which competencies the
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  • Summer '16
  • Prof. Johnson
  • Math, Skill, Four stages of competence, CSR Technical Competencies

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