NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS SENIOR CSR (LEVEL 3)

NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS TEAM LEADER (LEVEL 4)

These qualifications covers the following unit standards:

        NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS SENIOR LEVEL 3

Unit Standard 16614   Apply time management concepts and methods in business situations Both Lvl 3 Snr & 4	Unit Standard 11099 Develop strategies for communicating in a culturally diverse workplace Both Lvl 3 Snr & 4	Unit Standard 16612 Use effective business writing skills in a business organisation   Both Lvl 3 Snr & 4
Unit Standard 16784 Receive and resolve customer complaints about products or services, in a contact centre Both Lvl 3 Snr & 4	Unit Standard 17382 Demonstrate knowledge of the use of contact centre technology in the management of a team Both Lvl 3 Snr & 4	Unit Standard 25305   Monitor quality in a contact centre   Both Lvl 3 Snr & 4
Unit Standard 1312 Give oral instructions in the workplace Level 3 Snr only	Unit Standard 9705   Give and respond to feedback on performance Level 3 Snr only	Unit Standard 11097   Listen to gain information in an interactive situation Level 3 Snr only
Unit Standard 1987 Develop strategies to establish and maintain positive workplace relationships Level 3 Snr Elective Level 4 Compulsory	Unit Standard 9704   Manage interpersonal conflict   Level 3 Snr Elective Level 4 Elective
NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS TEAM LEADER (LEVEL 4)
Unit Standard 23396   Demonstrate knowledge of performance planning Level 4 only	Unit Standard 23397   Plan and monitor performance of others Level 4 only	Unit Standard 16342   Identify key workplace organisational principles Level 4 only
Unit Standard 6969   Apply problem-solving techniques Level 4 only	Unit Standard 21335   Lead a group/team to achieve an objective(s) Level 4 only	Unit Standard 16785   Plan and allocate work to individuals in a contact centre Level 4 only
Unit Standard 15189   Implement a health and safety plan for a workplace Level 4 Elective