Contact centre manager
Duration: 12 months NQF Level 05
Entry level NQF level 04 or Matric Credits 285
PURPOSE AND RATIONALE OF THE QUALIFICATION
The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. A Contact Centre Manager manages and optimises quality contact centre operations and practices.
A qualified learner will be able to:
- 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.
When can I start using my qualification?
- On successful completion of the programme, Institute of Market Research will issue with a certificate and the relevant Statement of Results
Knowledge 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
Practical Skill Modules:
- 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
Work Experience Modules:
- 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 process in a contact centre environment within the delegated functions of line management
- Attend to customer and supplier relations management process 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
