Workplace

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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.
anage 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

78 Lessons 01:20:17 Hours

MODULE 1

10 Lessons 00:10:24 Hours

Introduction
00:00:28
Responsibilities of the Leaner
00:00:53
Instructions to the Mentor
00:01:42
Responsibilities of the Employer
00:00:35
Training Provider Responsibility.
00:00:29
Provider Accreditation Requirements for the Module.
00:01:13
Work Experience Module Specifications
00:01:50
Details of Work Experience Module 1
00:01:21
Assist and Observe an Experienced person Attending on Financial Controls for a Period of one Week
00:00:50
Attend to Financial Control Activities
00:01:03

MODULE 2

10 Lessons 00:10:18 Hours

Introduction
00:00:33
Responsibilities of the Leaner
00:00:54
Instructions to the Mentor
00:01:42
Responsibilities of the Employer
00:00:30
Training Provider Responsibility.
00:00:21
Provider Accreditation Requirements for the Module.
00:01:13
Work Experience Module Specifications
00:01:51
Details of Work Experience Module 2
00:01:25
Assist and Observe an Experienced person Attending on Financial Controls for a Period of Two Week
00:00:47
Attend to team leadership and Supervision for Period of Three Weeks Under the Direct Supervision of an Experienced Contact Centre Management Staff Member
00:01:02

MODULE 3

10 Lessons 00:11:02 Hours

Introduction
00:00:32
Responsibilities of the Leaner
00:00:53
Instructions to the Mentor
00:01:42
Responsibilities of the Employer
00:00:34
Training Provider Responsibility.
00:00:28
Provider Accreditation Requirements for the Module
00:01:13
: Work Experience Module Specifications
00:01:50
Details of Work Experience Module 3
00:01:27
Assist and Observe an Experienced person Attending on Financial Controls for a Period of two Week
00:00:45
Attend to team leadership and Supervision for Period of Three Weeks Under the Direct Supervision of an Experienced Contact Centre Management Staff Member
00:01:38

MODULE 4

10 Lessons 00:10:10 Hours

INTRODUCTION
00:00:33
RESPONSIBILITIES OF THE LEARNER
00:00:53
INSTRUCTIONS
00:01:42
RESONSIBILITIES OF THE EMPLOYER
00:00:34
TRAINING PROVIDER RESPONSIBILITY
00:00:29
PROVIDER ACCREDITATION REQUIREMENT MODULE
00:01:13
WORK EXPERIENCE MODULE SPECIFICATION
00:01:50
DETAILS OF THE WORK EXPERIENCE
00:01:26
ASSIST AND OBSERVE AN EXPERIENCED PERSON ATTENDING TO TEAM LEADERSHIP AND FIRST-LINE DISCIPLINE FOR A PERIOD OF ONE WEEK
00:00:38
: Attend to team leadership and Supervision for Period of Three Weeks Under the Direct Supervision of an Experienced Contact Centre Management Staff Member
00:00:52

MODULE 5

10 Lessons 00:11:02 Hours

INTRODUCTION
00:00:33
RESONSIBILITIES OF THE LEARNER
00:00:54
INSTRUCTIONS TO THE MENTOR
00:01:42
RESPONSIBILITIES OF THE EMPLOYER
00:00:35
TRAINING PROVIDER RESPONSIBILITY
00:00:29
PROVIDER ACCREDITATION REQUIREMENTS
00:01:13
WORK EXPERIENCE MODULE SPECIFICATIONS
00:01:51
DETAILS OF THE WORK EXPERIENCE MODULE 5
00:01:26
ASSIST AND OBSERVE AN EXPERIENCED LINE MANAGER FOR PERSONAL MAGAMENT FOR CONTROL FOR PERIOD OF TWO TWO WEEKS
00:00:55
ATTEND TO PERSONAL MANAGEMENT AND CONTROL PROCEDURES FOR A PERIOD OF FOUR WEEKS UNDER THE DIRECT SUPERVISION OF AN EXPERIENCED CONTACT CENTRE STAF MEMBER
00:01:24

MODULE 6

10 Lessons 00:10:19 Hours

INTRODUCTION
00:00:33
RESPONSIBITIES OF THE LEARNER
00:00:53
INSTRUCTRIONS TO THE MENTOR
00:01:37
RESPONSIBILITIES OF THE EMPLOYER
00:00:34
TRANING PROVIDER RESPONSIBILITY
00:00:29
PROVIDER ACCREDITATYION REQUREMENTS FOR THE MODULE
00:01:13
WORK EXPERIENCE MODULE SPECIFICATIONS
00:01:50
DETAILS OF THE WORK EXPERIENCE MODULE 6
00:01:23
ASSIST AND OBSERVE CUSTOMER AND SUPPLIER RELATIONS MANAGEMENT ACTIVITIES FOR A PERIOD OF TWO WEEKS
00:00:40
PERFORM CUSTOMER AND SUPPLIER RELATIONS MANAGEMENT ACTIVITIES UNDER THE DIRECT SUPERVISION OF AN EXPERIENCED CONTACT CENTRE STAFF MEMBER FOR PERIOD OF FOUR WEEKS
00:01:07

MODULE 7

9 Lessons 00:08:33 Hours

INTRODUCTION
00:00:33
RESPONSIBILITIES OF THE LEARNER
00:00:34
INSTRUCTIONS TO THE MENTOR
00:01:37
RESPONSIBILITIES OF THE EMPLOYER
00:00:34
TRAINING PROVIDER RESPONSIBILITY
00:00:29
WORK EXPERIENCE MODULE SPECIFICATIONS
00:01:50
DETAILS OF THE WORK EXPERIENCE MODULE 7
00:01:23
ASSIST AND OBSERVE CUSTOMER AND SUPPLIER RELATIONS MANAGEMENT ACTIVITIES FOR A PERIOD OF TWO WEEKS
00:00:40
PERFORM QUALITY ASSURANCE ACTIVITIES UNDER THE DIRECT SUPERVISION OF AN EXPERIENCED CONTACT CENTRE STAFF MEMBER FOR PERIOD OF FOUR WEEKS
00:00:53

MODULE 8

9 Lessons 00:08:29 Hours

ASSIST WITH AND OBSERVE PROCCESS TECNOLOGY EFFICIENCY MANAGEMENT ACTIVITIES FOR A PERIOD OF TWO WEEKS
00:00:40
INTRODUCTION
00:00:33
RESPONSIBILITIES OF THE THE LEANER
00:00:53
INSTRUCTIONS TO THE MENTOR
00:01:37
RESPONSIBILITIES OF THE EMPLOYER
00:00:34
TRAINING PROVIDER RESPONSIBILITY
00:00:29
PROVIDER ACCREDITATION REQUIREMENTS FOR MODULE 8
00:01:13
WORK EXPERIENCE MODULE SPECIFICATIONS.
00:01:50
ASSISTANT AND OBSERVED AN EXPERIENCEED PERSON ATTENDING TO FINANCIAL CONTROLS FOR A PERIOD OF ONE WEEK
00:00:40