TYPE: Occupational Certificate

MODE:

DURATION: 

CREDITS: 285

QCTO Curriculum Code: 

SAQA Qualification ID: 99687 

NQF LEVEL: 5

This course is ideal for: Team leaders, supervisors, and professionals aspiring to obtain leadership roles within contact centre operations.

A Contact Centre manager manages and optimises quality contact centre operations and practices.

A qualified learner will be able to:

1. 1. Manage financial aspects of a contact centre operation.
   2. Lead and develop high-performing teams.
   3. Set operational targets and standards.
   4. Provide team leadership and disciplinary oversight.
   5. Oversee personnel management functions.
   6. Manage customer and supplier relationships.
   7. Assure quality standards and service delivery.
   8. Optimise processes and technology for efficiency.

International Comparability:

Qualifications and learning programmes for a number of countries were selected for comparative purposes. These included qualifications from the United Kingdom (UK), Australia and New Zealand.