Occupational Certificate Contact Centre Module 3

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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 personnel employed in a contact centre.
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 02:59:12 Hours

Introduction to supervision

5 Lessons 00:33:27 Hours

1.1 Learning Outcome and introduction to supervision
00:02:48
1.2. Business structures and levels of management
00:05:40
2.2. Stages in development
00:12:42
2.4 Delegation
00:02:17
Formative Assessment
0:10:00

Performance Management

5 Lessons 00:43:48 Hours

Learning Outcome
00:00:55
3.1 An overview of performance management concepts and principles
00:15:22
3.2 Performance targets
00:14:33
3.3 Performance interviews and agreements.
00:00:58
Formative Assessment
0:12:00

Industrial Relations

5 Lessons 00:26:48 Hours

4.3 Attending to grievances.
00:04:13
4.4. Conflict resolution
00:04:40
Formative Assessment
0:12:00
4.1 The regulatory environment.
00:04:50
4.2. Maintaining workplace discipline
00:01:05

Workplace health and safety legislation

5 Lessons 00:22:25 Hours

Learning Outcome
00:00:31
5.1 Occupational health, safety and environmental control legislation
00:06:02
5.2. Employee health and wellness in the contact centre environment
00:00:41
5.3 General safety rules for workplaces
00:03:11
Formative Assessment
0:12:00

General rules and principles of safe work practices

7 Lessons 00:30:03 Hours

6.1 Good housekeeping practices and risks
00:04:52
6.2. Personal protective equipment
00:00:39
6.3 Safety signs and colour coding
00:08:31
6.4. Rules related to specific procedures and risks, including emergencies, restricted entrance, fire prevention, and injuries on duty
00:02:22
6.5 Universal precautions when attending to injured persons
00:01:47
6.6. Provisions related to intoxication, unauthorized use of motorized or mobile equipment
00:01:52
Formative Assessment
0:10:00