Contact Centre Manager

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

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