Contact centre supervisors, or team leaders, manage the performance of between 10 to 15 agents. They are responsible for motivating and guiding their team, including coaching and performance management. From a call perspective, they manage schedule adherence, call quality, call duration and first call resolution. They are also required to analyse statistics and present information to management.
What will learners gain from the Contact Centre Operations NQF Level 4 Qualification?
Learners will leave knowing how to:
- Use statistics to improve performance.
- Improve schedule adherence, call quality, first call resolution and call duration.
- Motivate and guide their team.
- Develop team members through coaching.
- Analyse and present information.
- Achieve personal and career goals.
Qualification details:
- NQF Level 4
- Programme ID: 71489
- Number of credits: 132
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