Occupational Certificate: Contact Centre Manager
QCTO Accreditation No. 07-QCTO/SDP140423114918
> SAQA ID: 99687
> NQF Level: 5
> Credits: 285
> Duration: 24 months
About the Contact Centre Manager course
The Occupational Certificate: Contact Centre Manager prepares learners to manage and improve the day-to-day performance of a contact centre. It develops capability across operational planning, people management, customer and supplier relationships, quality assurance, cost control and the effective use of contact-centre processes and technology.
Who is this qualification for?
This qualification is particularly suited to contact-centre supervisors, team leaders and operational employees who are progressing towards management responsibility, as well as people seeking to build a career in contact-centre management.
It is relevant across inbound and outbound contact centres, outsourced operations and organisations that use contact-centre or teleservice functions.
What will you be able to do?
On completion of the qualification, learners develop the ability to:
- Manage contact-centre costs: work with budgets, financial information and cost controls.
- Plan and manage operations: translate business and service-level requirements into operational targets, schedules and performance plans.
- Manage people and performance: supervise employees, plan workforce requirements, support training and performance, and manage workplace discipline and employee relations.
- Manage customer and supplier relationships: work with service-level agreements, complaints, customer feedback, suppliers and stakeholder reporting.
- Maintain service quality: monitor output quality, apply quality standards and support internal and external quality-assurance processes.
- Improve processes and technology: interpret management information, assess systems and processes, identify inefficiencies and implement improvements.
How is the qualification structured?
The Contact Centre Manager qualification combines three forms of learning:
Knowledge (80 credits)
Covers contact-centre operations, communication, management, people and industrial relations, technology, quality, customer and supplier management and financial management.
Practical skills (98 credits)
Develops hands-on capability in areas such as budgeting, operational planning, team management, service-level agreements, performance, quality assurance and process improvement.
Workplace experience (107 credits)
Requires learners to apply these capabilities in a real contact-centre environment across financial control, team leadership, operational targets, personnel management, customer and supplier relations, quality and technology efficiency.
Contact Centre Course Modules
| KNOWLEDGE MODULES | 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 Credits | Level 4 |
| Communication | This module develops advanced communication skills required to manage teams, handle customers, and engage stakeholders effectively. | 4 Credits | Level 4 |
| Operational Supervision | This module focuses on supervising daily contact centre operations to ensure productivity and service standards are met. | 4 Credits | Level 4 |
| Operational Management | This module covers planning, organizing, and managing contact centre operations to achieve strategic and operational goals. | 4 Credits | Level 5 |
| People Management | This module equips learners with skills to manage performance, motivate staff, and build high-performing teams. | 6 Credits | Level 5 |
| Industrial Relations Management | This module provides knowledge of labor legislation, disciplinary procedures, and managing workplace relations effectively. | 8 Credits | Level 5 |
| Contact Centre Technology | This module introduces contact centre systems and technologies used to manage customer interactions and operational efficiency. | 10 Credits | Level 5 |
| Contact Centre Quality Management | This module focuses on monitoring, evaluating, and improving service quality within the contact centre. | 10 Credits | Level 5 |
| Supplier management | This module develops skills to manage supplier relationships, contracts, and service delivery standards. | 10 Credits | Level 6 |
| Customer management | This module covers strategies for managing customer relationships, service delivery, and customer satisfaction. | 10 Credits | Level 6 |
| Financial management concepts | This module introduces budgeting, cost control, and financial principles relevant to contact centre operations. | 10 Credits | Level 5 |
| PRACTICAL MODULES | |||
| Provide budgeting services | This module develops the practical skills to prepare and manage budgets within the contact centre environment. | 4 Credits | Level 4 |
| Read and interpret financial documents | This module equips learners with the ability to analyse and interpret financial reports to support decision-making. | 5 Credits | Level 8 |
| Maintain productive and effective work teams | This module focuses on building, supporting, and maintaining high-performing teams. | 4 Credits | Level 4 |
| Develop operational plans and manage performance levels | This module teaches how to create operational plans and monitor team performance against targets | 5 Credits | Level 8 |
| Manage service level agreements | This module develops the skills to manage and monitor service level agreements to ensure compliance and performance standards. | 6 Credits | Level 8 |
| Supervise personnel | This module provides practical skills to oversee staff performance, attendance, and daily activities. | 4 Credits | Level 6 |
| Attend to personnel planning, management and control | This module focuses on workforce planning, allocation of resources, and managing staff capacity. | 5 Credits | Level 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 Credits | Level 8 |
| Attend to performance and training management and control | This module develops skills to monitor staff performance and coordinate training and development initiatives. | 5 Credits | Level 4 |
| Administer supplier service level agreements | his module focuses on managing supplier contracts and ensuring agreed service standards are met. | 6 Credits | Level 6 |
| Attend to customer/client/supplier communication | This module develops advanced communication skills to manage stakeholder interactions professionally. | 6 Credits | Level 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 Credits | Level 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 Credits | Level 6 |
| Manage a customer contact process | This module focuses on overseeing and improving the overall customer contact process. | 6 Credits | Level 8 |
| Manage process and technology improvement projects | This module develops skills to plan and implement operational and technology improvement initiatives. | 5 Credits | Level 4 |
| WORK EXPERIENCE MODULES | |||
| 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 Credits | Level 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 Credits | Level 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 Credits | Level 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 Credits | Level 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 Credits | Level 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 Credits | Level 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 Credits | Level 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 Credits | Level 5 |
What are the entry requirements?
Learners need an NQF Level 4 qualification with Mathematics to enter the Occupational Certificate: Contact Centre Manager.
Recognition of Prior Learning (RPL) is also permitted, allowing accredited providers and approved workplaces to recognise relevant prior learning against the qualification’s access requirements.
Is workplace experience required?
Yes. Workplace experience is a substantial compulsory part of this qualification and accounts for 107 of the total 285 credits.
Learners apply their learning in real contact-centre activities including team leadership, operational target-setting, personnel management, financial controls, customer and supplier relations, quality assurance and the management of processes and technology.
How is the qualification assessed?
Learners complete internal formative assessment across the knowledge and practical components before progressing to the external integrated summative assessment.
The external assessment combines a knowledge assessment with opportunities for verbal assessment and observation of practical tasks at a registered assessment site.
