Occupational Certificate: Contact Centre Manager SAQA ID: 99687 | NQF Level 5 | 285 Credits | QCTO Registered

Lead Contact Centres That Deliver Results

Command Operations with Confidence.

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Elevate Operations,

People & Performance

This qualification equips you to manage cost efficiency, service quality, personnel, technology and customer relationships within inbound or outbound contact centres. It’s designed for current supervisors or aspiring leaders looking to lead next-level operations with confidence.

Elevate Operations,

People & Performance

This qualification equips you to manage cost efficiency, service quality, personnel, technology and customer relationships within inbound or outbound contact centres. It’s designed for current supervisors or aspiring leaders looking to lead next-level operations with confidence.

Charge Forward

What You’ll Learn

Control budgets and operational targets
Supervise teams & manage workforce planning
Ensure consistent customer & supplier standards
Optimise processes and contact centre technology
Align to SABS Contact Centre Standards

Course

Structure

Knowledge Modules (80 Credits)
Modules in communication, supervision, technology, quality control, finance, supplier and customer management

Practical Skills (98 Credits)
Budgeting, performance reporting, SLA control, MIS analytics, team control, quality assurance

Work Experience (107 Credits)
On‑the‑job engagement in financial systems, operations planning, team leadership, supplier/customer relations, process efficiency

Total: 285 credits over approximately 12–18 months
Format: Blended classroom & workplace learning
Qualifies for Recognition of Prior Learning (RPL)