Contact Centre Manager – NQF Level 5
QCTO LEarnership
Course overview
The Occupational Certificate: Contact Centre Manager is an NQF Level 5 qualification registered on the Occupational Qualifications Sub-Framework (OQSF). It equips learners with the knowledge, skills, and work experience required to manage and optimise the operations of a contact center. The qualification has been developed in collaboration with the Contact Centre Management Group (CCMG) to ensure it meets industry standards and aligns with the South African Bureau of Standards (SABS) framework for Business Process Services and Outsourcing/Offshoring Operations. Learners will gain practical expertise in financial management, operational planning, quality assurance, people management, customer and supplier relations, and the effective use of technology within a contact center environment.
Learning Outcomes
On completion of this qualification, learners will be able to:
A Qualified Learner Will Be Able To:
Entry Requirements
- A National Senior Certificate or equivalent qualification at NQF Level 4 with Mathematics.
- Access is also available through Recognition of Prior Learning (RPL), where learners’ prior experience or informal training is formally assessed and recognised.
International Comparability
This qualification is aligned with global best practice in contact centre management and compares favourably with:
- United Kingdom: NVQ Diploma in Contact Centre Operations (600/1638/3).
- New Zealand: Diploma in Contact Centre Management (NZQF 0974).
- Australia: Diploma of Customer Contact (BSB 50307).
It incorporates similar competencies in operational management, customer service delivery, financial and resource planning, technology utilisation, and quality assurance, ensuring that South African learners meet international standards.
Occupational Trainer – NQF Level 5 Certification
- Successful completion leads to the Occupational Certificate: Contact Centre Manager (NQF Level 5), registered with the Quality Council for Trades and Occupations (QCTO).
Potential Career Opportunities
Graduates of this qualification may pursue career opportunities such as:
- Contact Centre Manager (Inbound or Outbound)
- Business Process Outsourcing (BPO) Manager
- Customer Service Manager
- Operations Manager in Contact Centre Environments
- Quality and Compliance Manager for Contact Centres
Learners may also progress to higher-level qualifications in business, operations, or customer management.
Learning Options
This programme is offered through:
- Classroom-based training at accredited skills development providers.
- Blended learning, combining online and face-to-face instruction.
- Workplace-based learning in accredited contact centre environments, allowing learners to integrate theoretical knowledge with practical
Assessment includes formative tasks, workplace activities, and an external integrated summative assessment conducted by a QCTO-registered assessment centre.
Course Details:
