Contact Centre Manager (Occupational Course)

PURPOSE AND RATIONALE OF THE QUALIFICATION 

 

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.