Call Center Management NQF 5

Course Overview The Call Centre Management NQF 5 course is designed to equip learners with the skills, knowledge, and competencies required to manage a contact centre effectively. This qualification is intended for aspiring leaders who want to operate as Contact Centre Managers. Course Objectives The course objectives are to: - Manage and control the costs of a contact centre - Manage and control operational planning and the achievement of operational targets - Manage personnel employed in a contact centre - Manage customer service levels and implement service delivery systems Course Modules The course modules are designed to provide learners with a comprehensive understanding of contact centre management. Some of the core modules include: Core Modules 1. Contact Centre Operations: This module covers the principles and practices of contact centre operations, including managing costs, operational planning, and personnel management. Core Modules 1. Contact Centre Operations: This module covers the principles and practices of contact centre operations, including managing costs, operational planning, and personnel management. 2. Customer Service: This module focuses on managing customer service levels and implementing service delivery systems. 3. Communication: This module covers the principles and practices of effective communication in a contact centre environment. 4. Leadership and Management: This module covers the principles and practices of leadership and management in a contact centre environment. 5. Human Resources Management: This module covers the principles and practices of human resources management in a contact centre environment. Qualification Details - Qualification Title: National Diploma: Contact Centre Management - NQF Level: 5 - Credits: 241 - Duration: 12 Months -Price R 14000.00 Assessment Learners will be assessed through: - Written exams - Practical assignments - Portfolio of evidence - Work-based assessments Career Opportunities Upon completing the course, learners can pursue careers as: - Contact Centre Managers - Operations Managers - Customer Service Managers - Team Leaders - Supervisors