Operational Excellence in Call Centre Management: Occupational Certificate – Contact Centre Manager (Accredited)

Operational Excellence in Call Centre Management: Occupational Certificate – Contact Centre Manager (Accredited)

NQF Level: 5 | Credits: 8 | Duration: 65 Hours (18 Weeks × 3.5-hour sessions OR 10 Days × 6.5 hours)
Accredited by: Services SETA | Entry Requirements: Matric or equivalent, English proficiency, Computer Literacy
Recommended for: Managers, Supervisors, and professionals in Marketing, Risk Management, and Customer Relations

Master the skills to lead and optimise call centre operations in a VUCA environment. This accredited program integrates AI-driven simulations and cognitive games to enhance practical skills in customer risk management, communication, and contingency planning.

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Description

Description

✅ Purpose and Rationale

Call centres are at the heart of customer experience and business continuity. This course equips learners with advanced tools to manage customer risk, develop contingency plans, and foster creative problem-solving. By incorporating AI and gamified learning, participants gain hands-on experience in strategic decision-making and innovation.

📘 Course Content

Learners will be able to:

Identify product features, advantages, and benefits for customers
Use effective communication techniques to establish customer relationships
Assess and manage customer risks in dynamic environments
Develop, test, and revise contingency plans for risk management
Demonstrate understanding of business processes and potential risks
Apply creative thinking skills through AI-driven cognitive games
Create and present a customer risk management plan in a simulated “Dragons’ Den” scenario

🧭 Who Should Enrol?

Call centre managers and supervisors
Customer service and operations professionals
Risk management and marketing specialists
Anyone seeking to enhance leadership and operational excellence in customer-facing roles

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