Occupational Certificate

Contact Centre Manager

SAQA ID: 99687 - NQF Level: 5 - Credits: 285 - Duration: 24 Months

Course Overview

The National Certificate in Contact Centre Management is designed to equip learners with the skills and competencies required to manage contact centre operations effectively. This qualification aligns with the South African Bureau of Standards (SABS) National Standard for Business Process Services and Outsourcing (BPSO), providing a quality management framework for contact centres in South Africa. It prepares learners for operational control and management roles within the contact centre industry.

Course Structure

The qualification comprises compulsory Knowledge Modules, Practical Skill Modules, and Work Experience Modules.

Purpose

This course addresses the need for professional contact centre management skills to enhance operational efficiency, customer satisfaction, and business outcomes in South Africa. It provides a competency framework tailored to the South African contact centre industry, enabling professionals to manage systems, technology, and teams effectively.

Entry Requirements

Minimum Qualification: NQF Level 4 with Mathematical Literacy and Communication.

Knowledge Modules (80 Credits)

KM-01, Introductory studies for Contact Centre Managers, Level 4, 4 Credits.
KM-02, Communication, Level 4, 4 Credits.
KM-03, Operational Supervision, Level 4, 4 Credits.
KM-04, Operational Management, Level 5, 4 Credits.
KM-05, People Management, Level 5, 6 Credits.
KM-06, Industrial Relations Management, Level 5, 8 Credits.
KM-07, Contact Centre Technology, Systems and Processes, Level 5, 10 Credits.
KM-08, Contact Centre Quality Management, Level 5, 10 Credits.
KM-09, Supplier management, Level 6, 10 Credits.
KM-10, Customer management, Level 6, 10 Credits.
KM-11, Financial management concepts, Level 5, 10 Credits.

Practical Skill Modules (98 Credits)

PM-01, Provide budgeting services, Level 4, 4 Credits.
PM-02, Read and interpret financial documents, Level 5, 8 Credits.
PM-03, Maintain productive and effective work teams, Level 4, 4 Credits.
PM-04, Develop operational plans and manage performance levels, Level 5, 8 Credits.
PM-05, Manage service level agreements, Level 6, 8 Credits.
PM-06, Supervise personnel, Level 4, 6 Credits.
PM-07, Attend to personnel planning, management and control, Level 5, 8 Credits.
PM-08, Attend to industrial relations management and control, Level 5, 8 Credits.
PM-09, Attend to performance and training management and control, Level 5, 4 Credits.
PM-10, Administer supplier service level agreements, Level 6, 6 Credits.
PM-11, Attend to customer/client/supplier communication, Level 6, 8 Credits.
PM-12, Assure the output of the service delivery by agents, Level 6, 8 Credits.
PM-13, Evaluate MIS reports and ensure system efficiency, Level 5, 6 Credits.
PM-14, Manage a customer contact process, Level 6, 8 Credits.
PM-15, Manage process and technology improvement projects, Level 5, 4 Credits

Work Experience Modules (107 Credits)

WM-01, Attend to standard financial control procedures in a contact centre environment, Level 6, 10 Credits.
WM-02, Maintain productive and effective work teams for an operational unit in a contact centre, Level 4, 12 Credits.
WM-03, Attend to operational target-and standard-setting processes in a contact centre environment, Level 5, 13 Credits.
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.
WM-05, Attend to personnel management processes in a contact centre environment within the delegated functions of line management, Level 5, 16 Credits.
WM-06, Attend to customer and supplier relations management processes in a contact centre environment, Level 6, 16 Credits.
WM-07, Assure quality standards in a contact centre environment, Level 5, 16 Credits.
WM-08, Attend to process and technology efficiency management processes in a contact centre environment, Level 5, 16 Credits.

Learning Outcomes

Upon completion, learners will demonstrate:

Proficiency in managing contact centre systems and technology to enhance operational efficiency.
Competence in implementing performance management systems to improve team productivity.
Ability to assure quality standards in a contact centre environment, including compliance with SABS BPSO standards.
Skills in managing direct sales activities and customer relationship processes.
Understanding of ethical and transparent procurement processes, ensuring accountability and compliance.
Capability to optimize customer contact technology for improved service delivery.

Career Opportunities

Graduates can pursue roles such as: