Occupational Certificate
Contact Centre Manager
This qualification, shaped by the expertise of the Contact Centre Management Group (CCMG), elevates South Africa’s Contact Centre industry to global prominence. It’s essential for operational staff and aspirants, enhancing leadership skills for career progression within Contact Centre Management.
What the course covers?
Occupational Certificate: Contact Centre Manager (SAQA ID 99687) QCTO ACCREDITED 18 - 24 Month Learning Journey
This Contact Centre Manager qualification is strategically crafted to position the South African Contact Centre industry as a premier service provider on the global stage. The Contact Centre Management Group (CCMG), esteemed as the South African authority for Contact Centre leadership, has contributed their expertise to shape this qualification.
Leadership roles within Contact Centres, encompassing both Inbound and Outbound operations or Outsourcing entities, are integral to the industry’s success. This qualification is beneficial for those in operational roles and individuals aspiring to join the Contact Centre sector. It underscores the importance of structured career advancement for Operators, ensuring they acquire leadership competencies that facilitate progression to managerial positions and control functions within Contact Centre Management. NQF Level 5 (285 Credits)
Qualification Modules
- Introductory studies for Contact Centre Managers
- Communication
- Operational Supervision
- Operational Management
- People Management
- Industrial Relations Management
- Contact Centre Technology, Systems and Processes
- Contact Centre Quality Management
- Supplier management
- Customer management
- Financial management concepts
- Provide budgeting services
- Read and interpret financial documents
- Maintain productive and effective work teams
- Develop operational plans and manage performance levels
- Manage service-level agreements
- Supervise personnel
- Attend to personnel planning, management and control
- Attend to industrial relations management and control
- Attend to performance and training management and control
- Administer supplier service level agreements
- Attend to customer/client/supplier communication
- Assure the output of the service delivery by agents
- Evaluate MIS reports and ensure system efficiency
- Manage a customer contact process
- Manage process and technology improvement projects
- Attend to standard financial control procedures in a contact centre environment
- Maintain productive and effective work teams for an operational unit in a contact centre
- Attend to operational target- and standard-setting processes in a contact centre environment
- Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level
- Attend to personnel management processes in a contact centre environment within the delegated functions of line management
- Attend to customer and supplier relations management processes in a contact centre environment
- Assure quality standards in a contact centre environment
- Attend to process and technology efficiency management processes in a contact centre environment
Course Objectives
Join our comprehensive Contact Centre Management course to master the essential skills needed to excel in managing contact centre operations.
- Manage financial aspects of a contact centre operation
- Lead and develop high-performing teams
- Set operational targets and standards
- Provide team leadership and disciplinary oversight
- Oversee personnel management functions
- Manage customer and supplier relationships
- Assure quality standards and service delivery
- Optimise processes and technology for efficiency
Who will benefit from this course?
This course is ideal for contact centre managers, team leaders, supervisors, and professionals aspiring to leadership roles within contact centre operations.
- Contact Centre Managers
- Team Leaders
- Supervisors
