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Purpose:
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.
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