This qualification is designed for learners who wish to study towards the occupation as contact center manager

The qualification is made up of compulsory Knowledge Modules (Theory), Practical Modules and Workplace Modules as follows:

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 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

Workplace Modules:

• Attend to standard financial control procedures in a contact center environment
• Maintain productive and effective work teams for an operational unit in a contact center
• Attend to operational target-and standard-setting processes in a contact center environment
• Attend to team leadership and first-line discipline for an operational unit in a contact center at supervisory level
• Attend to personnel management processes in a contact center environment within the delegated functions of line management
• Attend to customer and supplier relations management processes in a contact center environment
• Assure quality standards in a contact center environment
• Attend to process and technology efficiency management processes in a contact center environment

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