Contact Centre Manager
The South African contact centre industry, which includes call centres, technical support and back and front office services for multinationals and South African companies, has recorded exceptional growth in recent years, driven by strong support by government through the incentives offered by the Department of Trade, Industry and Competition.
The industry specialises in customer service and shared services, specifically in banking, financial services, insurance, and niche legal services. It is seen as an employment creator and foreign currency earner from outsource services.
Source: South Africa Contact Centre Operations Market Report 2021 (Globalnewswire)
A Call Centre Manager, or Contact Centre Manager, hires and oversees the daily operations of contact centres and their employees. Their duties include hiring and training Contact Centre Representatives, establishing goals for contact centre employees to follow and resolving any customer issues or other contact centre problems that occur.
The contact centre is an extremely stressful work environment. Simply knowing how to run a contact centre isn’t enough for success. To generate consistently outstanding results, a contact centre needs a top-notch centre manager. And they’re not easy to come by. The best managers possess a wide variety of technical and strategic skills along with a set of specific personal traits that cannot be easily taught. A great contact centre manager is a visionary – someone who understands how the unit’s day-to-day operations mesh with the organisation’s broad strategic goals. This type of manager is also continually looking towards the future, thinking about how to best equip the workplace for the opportunities and challenges that are likely to emerge down the track.
The Occupational Certificate: Contact Centre Manager qualification was developed to establish the South African Contact Centre industry as a service provider of choice within a highly competitive international market.
What you will learn in this course!
Upon completing this full qualification, you 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.
Who this course is for?
If you are currently a supervisor or manager with the aims to further develop your knowledge and skills in the contact centre industry and those management hard and soft future skills, then this is the qualification for you!
The qualification details are as follows:
Qualification Title:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Occupational Certificate: Contact Centre Manager
QCTO Curriculum Code:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â 143905000
SAQA ID:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â 99687
NQF Level:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â 05
Credits                        285
Note that there are three components to the learning:
- Knowledge Modules
- Practical Skills Modules
- Work Experience Modules
You will complete the Knowledge and Practical Learning with Mind-the-Gap but your work experience will need to be completed in a workplace and entered into a MOU prior to you starting the qualification.
The knowledge modules you will complete with us is as follows and makes up 80 credits of your learning:
- Programme 1: Introductory Studies for Contact Centre Managers
- Programme 2: Communication
- Programme 3: Operational Supervision & Operational Management
- Programme 4: People Management
- Programme 5: Industrial Relations Management
- Programme 6: Contact Centre Technology, Systems & Processes
- Programme 7: Contact Centre Quality Management
- Programme 8: Supplier & Customer Management
- Programme 9: Financial Management Concepts
The practical skills modules you will complete with us is as follows and makes up 98 credits of your learning:
- 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
The work experience modules you will need to complete in an approved workplace is as follows and makes up 107 credits of your learning:
- 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
Once you have successfully completed all three components of your learning, you will also need to be sit an External Integrated Summative Assessment (EISA) that is administered by the AQP of the QCTO for this qualification.
You can the full qualification at: https://allqs.saqa.org.za/showQualification.php?id=99687
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R45,000.00 Excl. VAT
- Training Method: Blended
- Language: English
- Duration: 1.5 - 2 Years
- Skill Level: Advanced
- Occupational Certificate
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