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.
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING
Recognition of Prior Learning (RPL):
RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of result or certifying a work experience record.
RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.
Entry Requirements:
- NQF Level 4 qualification with Mathematics.