Contact Centre Manager – 99687

Description

QCTO Occupational Qualification, Form 4, Matrix Framework for Contact Centre Manager – 99687

The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager.

A Contact Centre Manager Contact Centre Managers manage and optimise 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

Note: The framework consists of the Knowledge Module Titles, Practical Module Titles, Workplace Experience Module Titles (if applicable to curriculum), Topics and elements – the developer is required to slot in the page numbers against each topic, topic element and codes which is provided in the framework.