SAQA ID: 99687
OC: Contact Centre Manager
Title of Qualification:
SAQA ID: 99687 OC: Contact Centre Manager
Duration of Qualification:
This programme consists of Core; Fundamental and Elective Unit Standards as follows and will be covered over a period of two years
Total Number of Credits: 285
Entry Requirements:
NQF Level 4 qualification with Mathematics.
Knowledge Modules:
- 143905000-KM-01, Introductory studies for Contact Centre Managers, Level 4, 4 Credits.
- 143905000-KM-02, Communication, Level 4, 4 Credits.
- 143905000-KM-03, Operational Supervision, Level 4, 4 Credits.
- 143905000-KM-04, Operational Management, Level 5, 4 Credits.
- 143905000-KM-05, People Management, Level 5, 6 Credits.
- 143905000-KM-06, Industrial Relations Management, Level 5, 8 Credits.
- 143905000-KM-07, Contact Centre Technology, Systems and Processes, Level 5, 10 Credits.
- 143905000-KM-08, Contact Centre Quality Management, Level 5, 10 Credits.
- 143905000-KM-09, Supplier management, Level 6, 10 Credits.
- 143905000-KM-10, Customer management, Level 6, 10 Credits.
- 143905000-KM-11, Financial management concepts, Level 5, 10 Credits.
Total number of credits for Knowledge Modules: 80.
Practical Skill Modules:
- 143905000-PM-01, Provide budgeting services, Level 4, 4 Credits.
- 143905000-PM-02, Read and interpret financial documents, Level 5, 8 Credits.
- 143905000-PM-03, Maintain productive and effective work teams, Level 4, 4 Credits.
- 143905000-PM-04, Develop operational plans and manage performance levels, Level 5, 8 Credits.
- 143905000-PM-05, Manage service level agreements, Level 6, 8 Credits.
- 143905000-PM-06, Supervise personnel, Level 4, 6 Credits.
- 143905000-PM-07, Attend to personnel planning, management and control, Level 5, 8 Credits.
- 143905000-PM-08, Attend to industrial relations management and control, Level 5, 8 Credits.
- 143905000-PM-09, Attend to performance and training management and control, Level 5, 4 Credits.
- 143905000-PM-10, Administer supplier service level agreements, Level 6, 6 Credits.
- 143905000-PM-11, Attend to customer/client/supplier communication, Level 6, 8 Credits.
- 143905000-PM-12, Assure the output of the service delivery by agents, Level 6, 8 Credits.
- 143905000-PM-13, Evaluate MIS reports and ensure system efficiency, Level 5, 6 Credits.
- 143905000-PM-14, Manage a customer contact process, Level 6, 8 Credits.
- 143905000-PM-15, Manage process and technology improvement projects, Level 5, 4 Credits.
Total number of credits for Knowledge Modules: 98.
Experience Modules:
- 143905000-WM-01, Attend to standard financial control procedures in a contact centre environment, Level 6, 10 Credits.
- 143905000-WM-02, Maintain productive and effective work teams for an operational unit in a contact centre, Level 4, 12 Credits.
- 143905000-WM-03, Attend to operational target-and standard-setting processes in a contact centre environment, Level 5, 13 Credits.
- 143905000-WM-04, Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level, Level 4, 8 Credits.
- 143905000-WM-05, Attend to personnel management processes in a contact centre environment within the delegated functions of line management, Level 5, 16 Credits.
- 143905000-WM-06, Attend to customer and supplier relations management processes in a contact centre environment, Level 6, 16 Credits.
- 143905000-WM-07, Assure quality standards in a contact centre environment, Level 5, 16 Credits.
- 143905000-WM-08, Attend to process and technology efficiency management processes in a contact centre environment, Level 5, 16 Credits.
Total number of credits for Knowledge Modules: 107.
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 assure the achievement of contact centre quality standards.
- Manage and control the efficiency of contact centre processes and technology.
