Contact Centre Manager NQF Level 5 | Services SETA

Qualification Overview

This Contact Centre Manager qualification provides comprehensive training in contact centre operations, team leadership, performance management, and strategic customer service delivery. The programme combines advanced management principles with specialised contact centre knowledge to develop effective leaders capable of driving operational excellence and customer satisfaction.

Learning Outcomes

Upon completion of this qualification, learners will be able to:

Lead and manage contact centre operations effectively
Develop and implement customer service strategies
Manage team performance and staff development
Optimise contact centre technology and processes
Analyse performance metrics and implement improvements
Ensure compliance with industry standards and regulations

Core Modules

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 work 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

•Operational Management
•Financial management concepts
•Provide budgeting services
•Read and interpret financial documents
•Develop operational plans and manage performance levels
•Manage service level agreements
•Attend to standard financial control procedures in a contact centre environment

Module 7: Technology and Quality Management

•Contact Centre Technology, Systems and Processes
•Contact Centre Quality Management
•Evaluate MIS reports and ensure system efficiency
•Assure quality standards in a contact centre environment

SpecCon Holdings

Contact Centre Manager

Qualification Overview

Learning Outcomes

Core Modules

Module 1: Introduction and Communication

Module 2: Operational Supervision and People Management

Module 3: Industrial Relations and Performance Management

Module 4: Process Improvement and Service Delivery

Module 5: Supplier and Customer Management

Module 6: Operational Management and Financial Management

Module 7: Technology and Quality Management

Qualification Details

Career Opportunities

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Related Qualifications

Management

Office Supervision

Contact Centre Manager

Qualification Overview

Learning Outcomes

Core Modules

Module 1: Introduction and Communication

Module 2: Operational Supervision and People Management

Module 3: Industrial Relations and Performance Management

Module 4: Process Improvement and Service Delivery

Module 5: Supplier and Customer Management

Module 6: Operational Management and Financial Management

Module 7: Technology and Quality Management

Qualification Details

Career Opportunities

Need Help?

Related Qualifications

Management

Office Supervision

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