If you’re already working as a team leader in a contact centre, or training towards it, then this is the qualification for you.
It’ll arm you with top-notch supervisory skills as well as the specialised statistical and technological skills expected of team leaders in the industry. Employers see this qualification as the first step on the contact centre management pathway, as you’ll graduate with well-developed communication and technical skills and a sound knowledge of quality monitoring in a contact centre.
What will I learn?
Handling challenging customers
Working in teams
Managing contact centre staff
Organisational principles
Quality monitoring
Team leadership
Maintaining positive workplace relationships
Cultural diversity in the workplace
Using statistics and technology to achieve metrics
What qualifications will I gain?
New Zealand Certificate in Contact Centres (Level 4)