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Course overview
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.
What will i learn?
- 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.
Requirements
- Computer literate
- GRADE 12
Curriculum for this course
14 Lessons
00:00:00 Hours
Course Overview
1 Lessons
00:00:00 Hours
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Course Overview
.
SECTION 1: KM-11-KT01: Introduction to financial concepts
6 Lessons
00:00:00 Hours
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Introduction
.
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1.1 Basic accounting principles
.
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1.2. Budgets and budgeting
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1.3 Financial statements
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1.4. Financial source documents
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1.5 Auditing concepts
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SECTION 2: KM-11-KT02: Costs and management accounting
5 Lessons
00:00:00 Hours
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Introduction
.
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2.1 Costing and cost estimates
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2.2. Cost control
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2.3 Management accounting systems
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2.4. Financial risks management concepts
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Conclusion
1 Lessons
00:00:00 Hours
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Summary
.
Summative Assessment
1 Lessons
00:00:00 Hours
-
Quiz
.
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