| DESCRIPTION: |
| The main functions of a Contact Centre Manager are to:
Articulate the operations in either a commercial environment or an emergency environment.
Analyse and use statistical data.
Manage the quality of operations, service levels and performance levels and implement service delivery systems.
Determine and apply rewards and incentives.
Assess the sales environment and take appropriate action where necessary.
Develop and maintain a Contact Centre customer database.
Lead Contact Centre team members in a diverse environment. |
| 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 Training Certificate Generic Management.
Or
National Diploma Contact Centre Management, NQF Level 5. |
| Experiential Learning or Experience |
| Relevant work experience of at least 5 years as a Workforce Manager. |
| Competency Assessment |
| N/A |
| 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) |
Contact Centre Practitioners must acquire a minimum of 50 points in a two year cycle.
CPD activities are divided into three categories from which members should make certain that all categories are covered.
Education, training and development that includes activities such as:
Reading and Writing of Articles, Books and publications keeping abreast of developments and contribute to the body of knowledge within the industry.
Education and Training through receiving and providing training through formal, informal learning or non-formal learning opportunities.
Mentoring and coaching that contribute to formal or informal transfer of skills to practitioners.
Professional development:
This includes the application of theory (knowledge and skills) gained through workplace experience into day-to-day activities related to responsibilities that are relevant to Contact Centre Management.
Personal development:
These are activities that develop the professional characteristics of a practitioner in Contact Centre Management, but that are generic in nature.
The following maximum points apply to each of the three categories of CPD activity:
Education and training 25 points.
Professional development 10 points.
Personal development 15 points. |
| Fees |
| Ensure that the annual membership fee is paid. |
