Occupational Certificate: Contact Centre Manager (SAQA ID: 99687)

Contact Centre Manager

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Introduction

Customer experience is shaped by the teams who deliver it every day. Strong leadership is critical to consistency, performance, and service quality. This Contact Centre Manager learnership builds practical capability to lead teams, manage operations, and drive performance in contact centre environments. Learners develop the skills to manage targets, support teams, and ensure service delivery standards are met. Whether your learners are progressing into leadership or strengthening operational capability, this course prepares them for roles such as Contact Centre Manager, Team Leader, or Customer Service Manager. On successful completion of this course, learners are awarded: Occupational Certificate: Contact Centre Manager (SAQA ID: 99687)

Intended Audience

Organisations managing customer service or contact centre operations
Teams responsible for service delivery and performance
Employers looking to strengthen leadership and customer experience
Individuals working in contact centres looking to move into management roles
Professionals responsible for customer service operations

Entry Criteria

Grade 12 NQF Level 4 with Mathematical Literacy

Outcomes

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