Operational Excellence in Call Centre Management (OECCM)

The Occupational Certificate: Contact Centre Manager (SAQA ID 99687) is an 18-month, NQF Level 5 qualification accredited by the QCTO, designed for individuals with matric (or equivalent), English proficiency, and basic computer literacy who aim to build or advance a career in contact centre management. The program provides a solid foundation in key areas such as communication, operational supervision and management, people and industrial relations management, and contact centre technology and systems. Learners gain skills in managing customer relationships, financial planning and budgeting, interpreting financial documents, developing operational plans, supervising teams, and handling performance and training. The qualification also covers service level agreement management, supplier and client communication, quality management, and process and technology improvement, equipping graduates with the knowledge and leadership skills needed to effectively run a high-performance contact centre environment.

The Occupational Certificate: Contact Centre Manager (SAQA ID 99687), registered at NQF Level 5 and accredited by the Quality Council for Trades and Occupations (QCTO), is a comprehensive 18-month qualification aimed at preparing individuals for leadership roles within the dynamic and fast-paced contact centre industry. It is ideally suited for individuals who have completed matric (A-level or equivalent), possess proficiency in English, and are computer literate. This qualification is designed for both current staff aiming for promotion into management roles and for newcomers wishing to enter the field of contact centre management with a nationally recognized credential.

The programme begins with introductory studies tailored for aspiring contact centre managers, building a solid understanding of the sector and its operational context. A major focus is placed on effective communication skills, which are essential for engaging with staff, customers, and external stakeholders. Learners develop strong competencies in operational supervision and management, enabling them to handle daily tasks, monitor agent performance, and maintain service levels within the contact centre. People management and industrial relations are also critical components, equipping learners to deal with personnel planning, supervision, discipline, performance monitoring, and employee development within a legally compliant and constructive environment.

Technological understanding is another key area of the qualification. Students explore contact centre technologies, systems, and processes, allowing them to implement and manage technical solutions that support customer interaction and service delivery. The qualification includes training in Contact Centre Quality Management, which ensures learners can measure service effectiveness, implement improvement strategies, and assure output from frontline agents meets both internal standards and client expectations.

In terms of business and financial acumen, the course provides foundational knowledge in financial management concepts, teaching learners how to develop budgets, read and interpret financial documents, and administer supplier contracts and service level agreements (SLAs). These skills enable contact centre managers to contribute to the financial sustainability and strategic alignment of their organisations. The qualification also emphasizes supplier and customer relationship management, ensuring that learners can maintain professional communication, manage expectations, and ensure satisfaction across all points of contact.

Further modules focus on developing operational plans, managing team performance, and supervising personnel, all of which are crucial for maintaining efficient day-to-day operations. Learners are trained to attend to various managerial duties including performance and training management, industrial relations, and the evaluation of Management Information Systems (MIS) reports to ensure both team productivity and system efficiency.

Finally, the programme equips learners to lead process and technology improvement projects, enabling innovation and continuous improvement within the contact centre environment. Graduates are prepared to manage the full customer contact process, from planning to execution, ensuring that customer interactions are handled professionally, efficiently, and in alignment with business goals.

In summary, the Occupational Certificate: Contact Centre Manager provides a well-rounded and practical education for anyone looking to step into a leadership role in the contact centre industry. It develops not only technical and operational knowledge but also the leadership, communication, and strategic thinking skills needed to manage people, processes, and technologies in a customer-focused environment.