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

Occupational Certificate: Contact Centre Manager NQF 5

Upskill your career with our NQF Level 5 Supply Chain Management. To begin with, you learn to move goods. In addition, you handle data. Furthermore, you take care of resources. This means buying items. It also means running stores. Then, you plan how goods leave. Finally, you make sure they arrive on time. Next, you learn to control stock. After that, you practice with suppliers. Meanwhile, you study delivery plans. Then, you build leadership skills. At the same time, your teamwork and talking improve. More importantly, you get better at solving problems. These skills help you run supply chains well.

Moreover, this course can help cut costs. This happens because service improves. It also shows how to fix supply chain problems. As a result, you feel more sure. In addition, you can make smart choices. These skills help in shops. Equally, they help in stores. They also help in transport and delivery. In the same way, you are ready for new tasks. Your growth as a worker is supported. You learn to adapt fast. Not only that, you think more clearly.

At the same time, you build strength. This helps you work well in busy places. So, you become useful to any team. Eventually, you can take on roles like team leader. Or, you might be a stock manager. You could also be a buying officer. So, why wait? Take the next step. Join now. Change your future. Start your path today. Moreover, gain skills that matter. Therefore, boost your job chances. Finally, get a better job.

About Qualification

What You Will Gain From This Course

Next, you will build hands-on skills to boost logistics. Cut costs, and raise efficiency
Moreover, you will learn to read data, spot risks. Make smart supply chain decisions.
Then, you will sharpen your planning and supervision skills. As a result, you will be ready for leadership
Likewise, you will earn a credible NQF Level 5 qualification. Consequently, this boosts your professional profile

Purpose

To start with, this course builds a base in supply chain work. First of all, you check how the chain runs. In fact, you find risks. For example, risks can cause delays. After that, you learn to plan steps. Because of this, work gets better. As a result, output grows. Then, you gain hands-on skills. At the same time, you run time well. Furthermore, you use tools well. Along with this, the course gets you ready for tasks. Moreover, you learn to adapt fast. In the same way, you act fast. In other words, you stay flexible. Similarly, you handle shocks well. What’s more, you build ties with partners. At the same time, you make fair deals.

In addition, you follow rules. Then again, you stick to ethics. Equally important, you talk well in teams. Likewise, you lead teams. On the other hand, you solve fights. Additionally, you keep a pro tone. Besides this, you solve problems well. Also, your thinking gets sharp. Not only that, you work with teams. Plus, you spot risks early. Because of this, you make smart calls.

Therefore, you get results. So, you are ready to lift supply chain work. In the long run, this course can lead to top roles. Eventually, you may work in shops. Alternatively, you may work in delivery. Next, you study the supply chain space. In the same way, you learn key ideas. Also, you see its real effect. In addition, you gain skills in buying. You also focus on stock.

Course Content

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▼