Vocational Programs

Level 4 - Professional Certificate in Contact Center Management

Title of Programme BTEC LEVEL 4 PROFESSIONAL CERTIFICATE IN INTERNATIONAL CONTACT CENTRE MANAGEMENT
Title of Award on Completion Professional Certificate in International Contact Centre Management
Brief Description The programme is an internationally recognised 8-week full time or 24-week part time programme specifically designed for team leaders, middle and senior managers working in contact centre industry. Graduates from this programme will obtain the necessary knowledge, competencies and skills to enhance their career as supervisors and/or managers within the contact centre and Business Process Outsourcing(BPO) services.Graduates can easily progress to become part of management team in their respective industries.
Objectives/Outcomes At the end of this programme, participants will be able to enhance the knowledge, competencies and skills in contact centre and Business Process Outsourcing (BPO)
Duration 8 weeks (full time) / 24 weeks (part time)
Target Audience Team leaders, middle and senior managers working in contact centre industry
Topic Modules Unit 1 : Principles of Contact Centre Management
Unit 2: Contact Centre Human Resources Management
Unit 3: Contact Centre Quality Management
Unit 4 : Contact Centre Team Management
Unit 5 : Contact Centre Business Communication Skills