Knowledge Module

Explanation

Credits

NQF

Introductory studies for Contact Centre Managers

This module introduces the contact centre environment, outlining the role, responsibilities, and core functions of a Contact Centre Manager.

4

4

Communication

This module develops advanced communication skills required to manage teams, handle customers, and engage stakeholders effectively.

4

4

Operational Supervision

This module focuses on supervising daily contact centre operations to ensure productivity and service standards are met.

4

4

Operational Management

This module covers planning, organizing, and managing contact centre operations to achieve strategic and operational goals.

4

5

People Management

This module equips learners with skills to manage performance, motivate staff, and build high-performing teams.

6

5

Industrial Relations Management

This module provides knowledge of labor legislation, disciplinary procedures, and managing workplace relations effectively.

8

5

Contact Centre Technology

This module introduces contact centre systems and technologies used to manage customer interactions and operational efficiency.

10

5

Contact Centre Quality Management

This module focuses on monitoring, evaluating, and improving service quality within the contact centre.

10

5

Supplier management

This module develops skills to manage supplier relationships, contracts, and service delivery standards.

10

6

Customer management

This module covers strategies for managing customer relationships, service delivery, and customer satisfaction.

10

6

Financial management concepts

This module introduces budgeting, cost control, and financial principles relevant to contact centre operations.

10

5

Practical Module

Explanation

Credits

NQF

Provide budgeting services

This module develops the practical skills to prepare and manage budgets within the contact centre environment.

4

4

Read and interpret financial documents

This module equips learners with the ability to analyse and interpret financial reports to support decision-making.

5

8

Maintain productive and effective work teams

This module focuses on building, supporting, and maintaining high-performing teams.

4

4

Develop operational plans and manage performance levels

This module teaches how to create operational plans and monitor team performance against targets

5

8

Manage service level agreements

This module develops the skills to manage and monitor service level agreements to ensure compliance and performance standards.

6

8

Supervise personnel

This module provides practical skills to oversee staff performance, attendance, and daily activities.

4

6

Attend to personnel planning, management and control

This module focuses on workforce planning, allocation of resources, and managing staff capacity.

5

8

Attend to industrial relations management and control

This module equips learners with the practical ability to manage disciplinary processes and labour-related matters.

5

8

Attend to performance and training management and control

This module develops skills to monitor staff performance and coordinate training and development initiatives.

5

4

Administer supplier service level agreements

his module focuses on managing supplier contracts and ensuring agreed service standards are met.

6

6

Attend to customer/client/supplier communication

This module develops advanced communication skills to manage stakeholder interactions professionally.

6

8

Assure the output of the service delivery by agents

This module teaches how to monitor and improve agent productivity and service delivery standards.

6

8

Evaluate MIS reports and ensure system efficiency

This module equips learners with the ability to analyse management information reports and improve system performance.

5

6

Manage a customer contact process

This module focuses on overseeing and improving the overall customer contact process.

6

8

Manage process and technology improvement projects

This module develops skills to plan and implement operational and technology improvement initiatives.

5

4

Work Experience Module

Explanation

Credits

NQF

Attend to standard financial control procedures in a contact

centre environment

This module develops the ability to implement and monitor financial control procedures to ensure compliance and cost efficiency.

10

6

Maintain productive and effective work teams for an

operational unit in a contact centre

This module focuses on building and sustaining high-performing teams to achieve operational targets.

12

4

Attend to operational target-and standard-setting processes in

a contact centre environment

This module teaches how to set performance targets and service standards aligned to organisational objectives.

13

5

Attend to team leadership and first-line discipline for an

operational unit in a contact centre at supervisory level

This module develops supervisory leadership skills, including managing performance and handling basic disciplinary matters.

8

4

Attend to personnel management processes in a contact centre

environment within the delegated functions of line

management

This module equips learners to manage recruitment, performance, and staff development within their scope of authority.

16

5

Attend to customer and supplier relations management

processes in a contact centre environment

This module focuses on managing relationships with customers and suppliers to ensure service excellence and compliance with agreements.

16

6

Assure quality standards in a contact centre environment

This module develops the ability to monitor, evaluate, and improve service quality and operational standards.

16

5

Attend to process and technology efficiency management

processes in a contact centre environment

This module teaches how to evaluate and improve operational processes and technology systems to enhance efficiency.

16

5