Unlock Your Future with Leadership in Customer Service

Step into the world of dynamic customer engagement with the Occupational Certificate: Contact Centre Manager at AIFT. This qualification equips learners with the tools to manage high-performing teams, optimize customer experiences, and drive business success. Gain practical skills through training, real-world case studies, and leadership development.

Why Choose This Qualification?

This qualification develops skilled contact centre managers ready to oversee operations, control costs, and ensure service excellence. Graduates are equipped to lead personnel, maintain customer relations, and implement quality standards in technology-driven environments.

Admission Requirements.

National Senior Certificate (NSC) at NQF Level 4 or an equivalent qualification. Candidates with relevant work experience may qualify for admission through Recognition of Prior Learning (RPL).

Qualification Structure.

Year 1: Modules include Communication, Operational Management, People Management, and Contact Centre Technology.
Year 2: Modules include Customer Management, Financial Management, and Process Improvement Projects.

Learning Outcomes.

Graduates will manage daily contact centre operations, develop strategies for customer satisfaction, foster team motivation, ensure adherence to quality standards, enhance communication skills, and drive continuous process improvement.

International Comparability.

Aligned with global standards, the qualification mirrors frameworks such as the UK’s Level 5 Diploma in Contact Centre Operations and Canada’s Advanced Contact Centre Management Program.

Qualification Modes of Delivery and Support.

Offered through contact, blended, and distance learning. Includes access to Moodle LMS, academic advising, and interactive online sessions.

Career Opportunities.

Contact Centre Manager, Call Centre Supervisor, Customer Service Manager, Call Centre Operations Manager, Contact Centre Quality Assurance Manager, Contact Centre Analyst.

Articulation Options.

Horizontal: Occupational Certificate in Office Administration, NQF Level 5.
Vertical: Diploma in Business and Information Management, NQF Level 6.
Diagonal: Advanced Certificate in Management, NQF Level 6.

Ensure Compliance, Empower Financial Accuracy.

Shape the Future of Technology