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99687 - Center Management - NQF Level 4

Occupational Certificate

99687 - Occupational Certificate: Contact Center Management - NQF Level 4

Course Overview

The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. A Contact Centre Manager Contact Centre Managers manage and optimize quality contact center operations and practices.

Learning outcome

Manage and control the costs of a contact center.
Manage and control the operational planning and achievement of operational targets
Manage personnel employed in a contact center
Manage customer and supplier relations
Manage and assure the achievement of contact center quality standards
Manage and control the efficiency of contact center processes and technology

Course Content

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.

Requirements

Matric/Grade 12 or
A recognized NQF Level 4 qualification (a candidate must have passed English, another official language and Mathematics or Mathematical Literacy)

Duration

12 months

99687 - Certificate: Contact Center Management - NQF Level 4

Requirements

Duration

12 Months

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