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Course overview
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 costs of a contact centre.
- Manage and control operational planning and the achievement of operational targets.
- Manage personnel employed in a contact centre.
- Manage customer and supplier relations.
- 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
- level 4
Curriculum for this course
32 Lessons
01:21:44 Hours
Introduction to Management
7 Lessons
00:24:33 Hours
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Learning Outcome
00:00:34
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1.1 The scope of management
00:07:15
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1.2. Management theory
00:02:33
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1.3 Leadership
00:02:37
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1.4. Strategic business management models
00:02:34
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1.5 Management in a changing environment
00:03:33
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Neutral Zone.
00:05:27
Operational planning
5 Lessons
00:09:15 Hours
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Learning Outcome
00:00:32
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2.1 An overview of planning concepts and principles
00:01:22
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2.2. Strategic planning
00:00:59
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2.3 Operational targets and schedulin
00:01:06
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2.4. Problem solving
00:05:16
Organising
5 Lessons
00:10:10 Hours
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Learning Outcome
00:00:32
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3.1 An overview of organising concepts and principles
00:00:59
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3.2 Organising, delegating and authority
00:01:46
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3.3 Structuring and organising work
00:05:41
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3.4 Empowerment
00:01:12
Leading
10 Lessons
00:27:02 Hours
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Learning Outcome
00:00:34
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4.1 An overview of concepts and principles related to leading teams.
00:01:16
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4.2. Leadership as a management function
00:02:26
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4.3 Leadership models
00:04:46
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4.4 Motivation
00:00:57
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4.5 Leading individuals
00:04:11
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4.6. Leading groups and teams.
00:01:17
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Leadership styles.
00:00:57
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.Culture in a Contact Centre
00:05:41
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Visible Competencies
00:04:57
Controlling
5 Lessons
00:10:44 Hours
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Learning Outcome
00:00:34
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5.1 An overview of concepts and principles related to controlling
00:02:17
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5.2. The control processes
00:00:55
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5.3 The focus of control
00:00:43
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5.5. Levels of control
00:06:15
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Other related courses
01:49:35 Hours
Updated Fri, 28-Jun-2024
4
R5000
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