Rationale

Contact Centre Managers are employed by organisations within either an Inbound or Outbound Contact Centre or as Outsourcers and users of tele-services. Persons currently employed in Operational positions, as well as persons seeking to enter the Contact Centre industry, will benefit from this qualification. It recognises the need to provide for progressive learning opportunities for Operators who enter the industry. This ensures that learners achieve competencies that will allow them to progress to operational control-related competencies and employment opportunities at the Contact Centre Management level.

Process

Guided workshops with our experienced facilitator. It consists of a Knowledge Component (theory), a Practical Component (practical tasks and activities) and a Workplace Component (workplace hours).

Entry requirements

To be enrolled onto this qualification, Learners need Level 4 with Mathematics.