99687 Occupational Certificate: Contact Centre Manager NQF 5/Cr 285

Develops learners’ skills to manage contact centre operations effectively, including team leadership, customer service management, performance monitoring and operational planning. Prepares graduates to lead contact centre teams and improve service delivery.

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.

This qualification is developed to establish the South African Contact Centre industry as a service provider of choice within a highly competitive international market. The Contact Centre Management Group (CCMG), as the South African professional association for both Contact Centre Managers and Supervisors, has actively participated as recognised industry experts in the development of this qualification. The CCMG is nationally recognised for their role in the Contact Centre industry and represents all the major role players.

Contact Centre Managers are employed by organisations within either an Inbound or Outbound Contact Centre or as Outsourcers and users of tele-services. Persons currently employed in Operational positions, as well as persons seeking to enter the Contact Centre industry, will benefit from this qualification. It recognises the need to provide for progressive learning opportunities for Operators who enter the industry. This ensures that learners achieve competencies that will allow them to progress to operational control-related competencies and employment opportunities at the Contact Centre Management level.

Entry Requirements:

• NQF Level 4 qualification with Mathematics.