| DESCRIPTION: |
| Contact Centre Team Leaders are tasked with the following responsibilities:
Understanding, implementing and monitoring service levels in a Contact Centre environment.
Monitoring and controlling Contact Centre support staff in their meeting of targets and standards.
Applying specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
Identifying specific Contact Centre customers.
Monitoring the performance of others in Contact Centres and coaching them accordingly.
Working with Contact Centre statistical data. |
| AWARDING CRITERIA |
| For the Professional Designation to be awarded, professionals must comply with the following minimum requirements: |
| Underlying Registered Qualification or Part Qualification: |
Further Education and Training Certificate in Contact Centre Operations, Level 4 SAQA ID: 93996
Or,
National Diploma in Contact Centre Management, Level 5 SAQA ID: 21792 |
| Experiential Learning or Experience |
| More than one-year contact centre brand ambassador and six months team leading or equivalent experience. |
| Competency Assessment |
| Complete the Board Exam within six months of meeting the minimum requirements for the position. |
| Designation RPL Statement |
| This Designation may be awarded through Recognition of Prior Learning. |
| RETAINING CRITERIA |
| In order to ensure the currency of professional knowledge and to retain the Professional Designation, the professional must comply with the following minimum requirements: |
| Code of Conduct |
| Members must adhere to the Professional Body Codes of Conduct and Ethics. |
| Continuing Professional Development (CPD) |
| A minimum of 54 CPD points over three years and 18 CPD per annum afterwards. |
| Fees |
| Ensure that the annual membership fee is paid. |
