Occupational Certificate: Contact Centre Manager

Specialized qualification for contact centre management covering operations, quality assurance, and team leadership.

4.6

42 students

16 months

Course Overview

This comprehensive 16-month NQF Level 5 qualification prepares professionals for contact centre management roles. Students will master operational management, quality assurance processes, team leadership, and customer experience optimization in contact centre environments.

Prerequisites

Requirements for this program

NQF Level 4 qualification or equivalent

2+ years contact centre experience

Basic supervisory experience recommended

Learning Objectives

What you will achieve by completing this program

Manage contact centre operations effectively

Implement quality assurance programs

Lead and develop contact centre teams

Optimize customer experience delivery

Apply performance metrics and analytics

Course Modules

What you'll learn in this program

Contact Centre Operations Management

Quality Assurance and Monitoring

Team Leadership and Development

Customer Experience Management

Performance Metrics and Analytics

Technology and Systems Management

Workforce Planning and Scheduling

Complaint Resolution and Escalation

Certification & Recognition

Qualification details and industry recognition

Certificate Name

Occupational Certificate in Contact Centre Management

Accreditation

Quality Council for Trades and Occupations (QCTO)

Validity

Permanent qualification

Recognition

Industry-standard qualification for contact centre management

Your Instructor

James Wilson

Contact centre operations expert with 15+ years in customer service management and team leadership

R18 000

One-time payment

This program includes:

NQF Level 5 accredited qualification

Industry-specific curriculum

Practical management scenarios

Quality assurance training

Leadership development

Career advancement support