Vocational Programs

Level 5 - Professional Diploma in International Contact Center Management

Title of Programme BTEC LEVEL 5 PROFESSIONAL DIPLOMA 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 the necessary knowledge, competencies and skills to begin or continue their career in senior management of contact centre and Business Process Outsourcing (BPO)
Duration 8 - 12 months
Target Audience Middle and senior managers working in the contact centre and Business Process Outsourcing industry
Topic Modules Unit 1 : Principles of Contact Centre Management
Unit 2: Contact Centre Human Resources Management 1
Unit 3: Total Quality Management for Contact Centre Management
Unit 4 : Principles of Management Information Systems for Contact Centre
Unit 5 : Project Management for Contact Centres