This short course introduces project management principles and their application in compliance
✓ Introduction to project management
✓ Project management principles and phases
✓ Roles and responsibilities in compliance-related projects
This short course focuses on effective change management strategies for handling compliance-relatedanges, such as legislative updates.
✓ Planned vs. reactive change
✓ Importance of change management in compliance
✓ Change management models and techniques
✓ Resistance to change and related risks
✓ Role of change agents in compliance
This short course provides an understanding of management principles and concepts essential for effective operational management.
✓ Introduction to Management
✓ Operational Planning
✓ Organising
✓ Leading
✓ Controlling
This short course provides an understanding of personnel management functions, focusing on recruitment, performance, and employee development.
✓ Recruitment and Selection
✓ Performance Management
✓ Training Management
✓ Facilitation, Coaching, and Mentoring
This short course provides an understanding of industrial relations management, focusing on legislation, conflict resolution, and workplace conduct.
✓ Overview of Relevant Legislation
✓ Employment Relationships and Contracts
✓ Conduct Management
✓ Capacity Management
✓ Conflict Management
✓ Dispute Resolution
This short course provides an understanding of general supervisory concepts, equipping learners with the skills to manage teams effectively.
✓ Introduction to Supervision
✓ Supervising Teams
✓ Performance Management
✓ Industrial Relations
✓ Workplace Health and Safety Legislation
✓ Safe Work Practices
✓ Quality Assurance in the Contact Centre Environment
This short course provides an understanding of contact centre technology and associated systems for efficient process management.
✓ Types of Technology and Systems
✓ Process Flow and Control
This short course provides an understanding of quality management systems within the contact centre environment
✓ SABS Standard (BPS&O Standard) and Benchmarking
✓ ISO Customer Contact Centre Standard
This short course provides an understanding of supplier management and service-level agreements to ensure effective partnerships.
✓ Supplier Selection
✓ Service Level Agreements
This short course provides an understanding of customer management concepts, focusing on customer process management and service agreements.
✓ Customer Process Management
✓ Customer Service Level Agreements/Terms & Conditions
