Contact Centre Manager

NQF Level 5

SAQA ID: 99687

Occupational Certificate

285 Credits

Duration: 18 Months

Course Purpose

The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. A Contact Centre Manager manages and optimisises contact centre operations and operations and practices to ensure quality and efficiency.

A qualified learner will be able to:

✓ Manage and control contact centre costs 

✓ Oversee operational planning and achievement of targets

✓ Manage contact centre personnel

✓ Maintain strong customer and supplier relationships

✓ Ensure quality standards are met 

✓ Optimise processes and technology for efficiency

Why this Course?

This qualification supports the growth of the South African Contact Centre industry as a global service provider of choice. The Contact Centre Management Group (CCMG), the professional association for Contact Centre Managers and Supervisors, contributed as industry experts in its development.

Contact Centre Managers work in Inbound or Outbound Contact Centres, as Outsources, or in tele-service roles. This qualification benefits both those currently in operational roles and individuals seeking to enter the industry. It provides a clear learning pathway, enabling operators to progress to management-level roles.

Aligned with the South African Bureau of Standards (SABS) for Business Process Services and Outsourcing/Offshoring Operations (BPSO), this qualification ensures learners meet national quality management standards for contact centres in South Africa.