Occupational Certificate: Contact Centre Manager NQF Level 5

SAQA ID: 99687
The programme is designed to prepare learners to operate as Contact Centre Manager. A Contact Centre Manager manages and optimises quality contact centre operations and practices The skills and knowledge acquired by the learners will enable them to work as Contact Centre Managers in a variety of fields, from Information and Communication Technology, Human Resources, Advertising, Marketing, Construction and more. The learners will acquire these skills and knowledge through knowledge, practical and workplace modules.
Course objective
Manage and control the costs of a contact centre.
Manage and control the operational planning and achievement of operational targets.
Manage personnel employed in a contact centre.
Manage customer and supplier relations.
Manage and assure the achievement of contact centre quality standards.
Manage and control the efficiency of contact centre processes and technology
Duration
This qualification is run over 28 months.
Delivery Method
Training will take place using the tried-and-tested benefits of instructor-led learning. For large groups (10 or more), training times can be arranged according to your date and time requirements, delivered on-site at your premises or through a host company.
Alternatively, individual learners can join an open group by clicking on the Enquire/Register Now button.
Who Should Attend
The qualification is intended for anyone who is working or entering the workplace in the area of Contact Centre Management
Prerequisites
To ensure that you align your learners to the appropriate qualifications, we have built in a thorough pre-assessment process. Entry requirements for this course include:
Communication at NQF level 4
Mathematical Literacy at NQF level 4
Price
R32,995.00 per person
Gen
Modules
The qualification is made up of compulsory Knowledge Modules (Theory), Practical Modules and Work Place Modules as follows:
Practical Skill Modules
  • 143905000-PM-01, Provide budgeting services, Level 4, 4 Credits. 
  • 143905000-PM-02, Read and interpret financial documents, Level 5, 8 Credits.
  • 143905000-PM-03, Maintain productive and effective work teams, Level 4, 4 Credits. 
  • 143905000-PM-04, Develop operational plans and manage performance levels, Level 5, 8 Credits. 
  • 143905000-PM-05, Manage service level agreements, Level 6, 8 Credits. 
  • 143905000-PM-06, Supervise personnel, Level 4, 6 Credits. 
  • 143905000-PM-07, Attend to personnel planning, management and control, Level 5, 8 Credits. 
  • 143905000-PM-08, Attend to industrial relations management and control, Level 5, 8 Credits. 
  • 143905000-PM-09, Attend to performance and training management and control, Level 5, 4 Credits. 
  • 143905000-PM-10, Administer supplier service level agreements, Level 6, 6 Credits. 
  • 143905000-PM-11, Attend to customer/client/supplier communication, Level 6, 8 Credits. 
  • 143905000-PM-12, Assure the output of the service delivery by agents, Level 6, 8 Credits. 
  • 143905000-PM-13, Evaluate MIS reports and ensure system efficiency, Level 5, 6 Credits. 
  • 143905000-PM-14, Manage a customer contact process, Level 6, 8 Credits. 
  • 143905000-PM-15, Manage process and technology improvement projects, Level 5, 4 Credits.
Workplace Skills Module
  • 143905000-WM-01, Attend to standard financial control procedures in a contact centre environment, Level 6, 10 Credits. 
  • 143905000-WM-02, Maintain productive and effective work teams for an operational unit in a contact centre, Level 4, 12 Credits. 
  • 143905000-WM-03, Attend to operational target-and standard-setting processes in a contact centre environment, Level 5, 13 Credits. 
  • 143905000-WM-04, Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level, Level 4, 8 Credits. 
  • 143905000-WM-05, Attend to personnel management processes in a contact centre environment within the delegated functions of line management, Level 5, 16 Credits. 
  • 143905000-WM-06, Attend to customer and supplier relations management processes in a contact centre environment, Level 6, 16 Credits. 
  • 143905000-WM-07, Assure quality standards in a contact centre environment, Level 5, 16 Credits. 
  • 143905000-WM-08, Attend to process and technology efficiency management processes in a contact centre environment, Level 5, 16 Credits
Knowledge Skills Module
  • 143905000-KM-01, Introductory studies for Contact Centre Managers, Level 4, 4 Credits.
  • 143905000-KM-02, Communication, Level 4, 4 Credits. 
  • 143905000-KM-03, Operational Supervision, Level 4, 4 Credits. 
  • 143905000-KM-04, Operational Management, Level 5, 4 Credits. 
  • 143905000-KM-05, People Management, Level 5, 6 Credits. 
  • 143905000-KM-06, Industrial Relations Management, Level 5, 8 Credits.
  • 143905000-KM-07, Contact Centre Technology, Systems and Processes, Level 5, 10 Credits. 
  • 143905000-KM-08, Contact Centre Quality Management, Level 5, 10 Credits. 
  • 143905000-KM-09, Supplier management, Level 6, 10 Credits.
  • 143905000-KM-10, Customer management, Level 6, 10 Credits.
  • 143905000-KM-11, Financial management concepts, Level 5, 10 Credits. Total

Assessment and Certification
Certificate will be issued by the Quality Council for Trades and Occupations on successful completion of External Integrated Summative Assessment
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Accreditations
2
1
3
Comptia
Safma