The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. 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 insure the achievement of contact centre quality standards Manage and control the efficiency of contact centre processes and technology

PURPOSE

The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. 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 insure the achievement of contact centre quality standards
Manage and control the efficiency of contact centre processes and technology

COURSE CONTENT

Module 1: Introduction and Communication▼

Introductory studies for contact centre managers
Communication

Module 2: Operational Supervision and People Management▼

Operational supervision
People management
Maintain productive and effective teams
Supervise personnel
Attend to personnel planning, management and control
Maintain productive teams for an operational unit in a contact centre
Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level

Module 3: Industrial Relations and Performance Management▼

Industrial relations management
Attend to industrial relations management and control
Attend to performance and training management and control
Attend to personnel management processes in a contact centre environment within the delegated functions of line management

Module 4: Process Improvement and Service Delivery▼

Assure the output of the service delivery by agents
Manage process and technology improvement projects
Attend to operational target-and standard-setting processes in a contact centre environment
Attend to process and technology efficiency management processes in a contact centre environment

Module 5: Supplier and Customer Management▼

Supplier management
Customer management
Administer supplier service level agreements
Attend to customer/client/supplier communication
Manage a customer contact process
Attend to customer and supplier relations management processes in a contact centre environment

Module 6: Operational Management and Financial Management▼