Will i get job placement support after the program ?

While we cannot guarantee job placement, our team provides dedicated career support services to all graduates. This includes resume building, interview preparation, and access to our network of industry partners who are actively seeking skilled professionals in the ${category} sector.

Is financial assistance or a learnership available?

Many of our qualifications can be delivered as learnerships, which are funded through SETA discretionary grants. Employers who sponsor learners can also claim their training spend towards their BBBEE scorecard. Contact our team to explore funding options for your specific situation.

Occupational Certificate: Contact Centre Manager | NQF Level 5

Course Overview

Learn contact centre operations, customer service excellence, and performance management.

Purpose & Value

Purpose

This qualification is aimed at individuals currently employed in contact centre operations who wish to advance into management roles, as well as those seeking to enter the contact center industry. It develops specialized competencies for managing contact centre operations, focusing on customer service excellence, team performance, and operational efficiency. It prepares learners to lead customer-facing teams in delivering exceptional service while meeting business objectives.

Value Proposition

Master contact centre technologies and workforce management systems
Develop coaching and performance management expertise
Learn quality assurance and customer experience optimization
Gain data analytics skills for performance tracking and improvement
Build leadership capabilities specific to contact centre environments

Key Outcomes

Upon successful completion, learners will be able to:

Manage contact centre operations
Develop customer service strategies
Monitor and improve team performance
Implement quality assurance processes
Analyze customer feedback and metrics

Program Details

Duration

The 18-month program provides comprehensive training in contact centre management with emphasis on practical leadership and operational skills.

Learning Approach

Applied learning through contact centre simulations, quality monitoring exercises, performance coaching scenarios, and data analysis projects. Weekly sessions include case studies from leading contact centres, customer service role-plays, and KPI analysis workshops.

Entry Requirements

Grade 12 or equivalent qualification
Minimum 1 year customer service or contact centre experience
Strong interpersonal and communication abilities
Computer literacy and analytical mindset

Your Learning Journey

1.Theory Modules

EISA Preparation Test

2.Practical Training

Workbook, Observation & Assessment

3.Workplace Modules

Observation & Logbook

4.External Integrated Summative Assessment

Final Exam

Curriculum Modules

Knowledge Modules (80 Credits)

Introductory studies for Contact Centre Managers, 4 Credits
Communication, 4 Credits
Operational Supervision, 4 Credits
Operational Management, 4 Credits
People Management, 6 Credits
Industrial Relations Management, 8 Credits
Contact Centre Technology, Systems and Processes, 10 Credits
Contact Centre Quality Management, 10 Credits
Supplier management, 10 Credits
Customer management, 10 Credits
Financial management concepts, 10 Credits

Practical Skill Modules (98 Credits)

Provide budgeting services, 4 Credits
Read and interpret financial documents, 8 Credits
Maintain productive and effective work teams, 4 Credits
Develop operational plans and manage performance levels, 8 Credits
Manage service level agreements, 8 Credits
Supervise personnel, 6 Credits
Attend to personnel planning, management and control, 8 Credits
Attend to industrial relations management and control, 8 Credits
Attend to performance and training management and control, 4 Credits
Administer supplier service level agreements, 6 Credits
Attend to customer/client/supplier communication, 8 Credits
Assure the output of the service delivery by agents, 8 Credits
Evaluate MIS reports and ensure system efficiency, 6 Credits
Manage a customer contact process, 8 Credits
Manage process and technology improvement projects, 4 Credits

Work Experience Modules (107 Credits)

Attend to standard financial control procedures in a contact centre environment, 10 Credits
Maintain productive and effective work teams for an operational unit in a contact centre, 12 Credits
Attend to operational target-and standard-setting processes in a contact centre environment, 13 Credits
Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level, 8 Credits
Attend to personnel management processes in a contact centre environment within the delegated functions of line management, 16 Credits.
Attend to customer and supplier relations management processes in a contact centre environment, 16 Credits
Assure quality standards in a contact centre environment, 16 Credits
Attend to process and technology efficiency management processes in a contact centre environment, 16 Credits

Career Opportunities

This qualification opens doors to various career opportunities across industries:

Contact Centre Manager

Customer Service Manager

Operations Manager

Quality Assurance Manager

Team Leader

Frequently Asked Questions

: An occupational qualification is a formal recognition of the skills and knowledge required to perform a specific job or role in a particular industry aligned with the National Qualifications Framework (NQF) in South Africa. Unlike traditional academic degrees that are theory heavy and require a significant time investment, occupational qualifications are designed to be practical and directly relevant to the workplace with far less time investment.
: The Occupational Certificate: Contact Centre Manager is an accredited qualification registered on the National Qualifications Framework (NQF) at Level 5. It is designed to equip learners with the practical skills and theoretical knowledge needed to succeed in the business sector.
: The program runs for 18 months. This includes both theoretical learning and workplace practical components, ensuring you graduate job-ready.
: While we cannot guarantee job placement, our team provides dedicated career support services to all graduates. This includes resume building, interview preparation, and access to our network of industry partners who are actively seeking skilled professionals in the ${category} sector.
: Yes. Our programs use a blended learning approach that combines online self-study, virtual sessions, and scheduled contact days — designed to accommodate working professionals without requiring you to take extended leave. Due note that you will be required to ask for time off on the exam days and vital contact days to complete the practical assessments, workplace learning components and write the exam.
: Many of our qualifications can be delivered as learnerships, which are funded through SETA discretionary grants. Employers who sponsor learners can also claim their training spend towards their BBBEE scorecard. Contact our team to explore funding options for your specific situation.
: Kamela International stands out by offering practical, industry-aligned qualifications that are directly relevant to the South African job market. We combine flexible learning options with strong career support services, ensuring students are job-ready upon completion. For companies, we offer tailored training solutions and learnership programs that support skills development and BBBEE compliance.

Purpose & Value

Purpose

Value Proposition

Master contact centre technologies and workforce management systems
Develop coaching and performance management expertise
Learn quality assurance and customer experience optimization
Gain data analytics skills for performance tracking and improvement
Build leadership capabilities specific to contact centre environments

Program Details

Duration

The 18-month program provides comprehensive training in contact centre management with emphasis on practical leadership and operational skills.

Learning Approach

Entry Requirements

Grade 12 or equivalent qualification
Minimum 1 year customer service or contact centre experience
Strong interpersonal and communication abilities
Computer literacy and analytical mindset

Curriculum Modules

Knowledge Modules (80 Credits)

Introductory studies for Contact Centre Managers, 4 Credits
Communication, 4 Credits
Operational Supervision, 4 Credits
Operational Management, 4 Credits
People Management, 6 Credits
Industrial Relations Management, 8 Credits
Contact Centre Technology, Systems and Processes, 10 Credits
Contact Centre Quality Management, 10 Credits
Supplier management, 10 Credits
Customer management, 10 Credits
Financial management concepts, 10 Credits

Practical Skill Modules (98 Credits)

Provide budgeting services, 4 Credits
Read and interpret financial documents, 8 Credits
Maintain productive and effective work teams, 4 Credits
Develop operational plans and manage performance levels, 8 Credits
Manage service level agreements, 8 Credits
Supervise personnel, 6 Credits
Attend to personnel planning, management and control, 8 Credits
Attend to industrial relations management and control, 8 Credits
Attend to performance and training management and control, 4 Credits
Administer supplier service level agreements, 6 Credits
Attend to customer/client/supplier communication, 8 Credits
Assure the output of the service delivery by agents, 8 Credits
Evaluate MIS reports and ensure system efficiency, 6 Credits
Manage a customer contact process, 8 Credits
Manage process and technology improvement projects, 4 Credits

Work Experience Modules (107 Credits)

Attend to standard financial control procedures in a contact centre environment, 10 Credits
Maintain productive and effective work teams for an operational unit in a contact centre, 12 Credits
Attend to operational target-and standard-setting processes in a contact centre environment, 13 Credits
Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level, 8 Credits
Attend to personnel management processes in a contact centre environment within the delegated functions of line management, 16 Credits.
Attend to customer and supplier relations management processes in a contact centre environment, 16 Credits
Assure quality standards in a contact centre environment, 16 Credits
Attend to process and technology efficiency management processes in a contact centre environment, 16 Credits

Frequently Asked Questions

An occupational qualification is a formal recognition of the skills and knowledge required to perform a specific job or role in a particular industry aligned with the National Qualifications Framework (NQF) in South Africa. Unlike traditional academic degrees that are theory heavy and require a significant time investment, occupational qualifications are designed to be practical and directly relevant to the workplace with far less time investment.

Yes. Our programs use a blended learning approach that combines online self-study, virtual sessions, and scheduled contact days — designed to accommodate working professionals without requiring you to take extended leave. Due note that you will be required to ask for time off on the exam days and vital contact days to complete the practical assessments, workplace learning components and write the exam.

Kamela International stands out by offering practical, industry-aligned qualifications that are directly relevant to the South African job market. We combine flexible learning options with strong career support services, ensuring students are job-ready upon completion. For companies, we offer tailored training solutions and learnership programs that support skills development and BBBEE compliance.