Occupational Certificate: Contact Centre Manager

Occupational Certificate: Contact Centre Manager

 

SAQA QUAL ID: 99687 | NQF Level: 05 | Total Credits: 285

 

Overview: This qualification equips learners with skills to manage contact centres effectively, focusing on operational, personnel, and customer management.

 

Target Audience:

• Operational staff in contact centres

• Individuals seeking to enter the contact centre industry

 

Entry Requirements:

• NQF Level 4 qualification with Mathematics.

 

Qualification Structure:

1. Knowledge Modules (80 Credits):

   • Contact centre operations, people management, quality assurance, customer and supplier relations, financial management.

2. Practical Skill Modules (98 Credits):

   • Budgeting, team management, service agreements, training, and technology improvement.

3. Work Experience Modules (107 Credits):

   • Real-world application of management, quality assurance, and technology processes.

 

Exit Level Outcomes:

• Manage costs, planning, personnel, and customer relations.

• Assure quality and process efficiency in contact centres.

 

Assessment and Certification:

• Internal Assessments: Practical and role-playing evaluations.

• Workplace Evidence: Real-world documentation signed by supervisors.

• Final Integrated Summative Assessment (EISA): Comprehensive evaluation.

• Certification issued by QCTO upon completion.