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.

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.

Course Breakdown: