NATIONAL CERTIFICATE IN FIRST LINE MANAGEMENT(LEVEL 4)
NATIONAL CERTIFICATE IN CONTACT
CENTRE OPERATIONS (LEVEL 4)
NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS (LEVEL 4) ELECTIVES
These qualifications
covers the following unit standards:
Unit Standard 15189
New Zealand Certificate of
First Line Management
Implement a health and safety plan for a workplace
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Unit Standard 1987
New Zealand Certificate of
First Line Management
Develop strategies to establish and maintain positive workplace relationships
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Unit Standard 7452
New Zealand Certificate of
First Line Management
Plan, organise, and allocate work to achieve objectives
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Unit Standard 16613
New Zealand Certificate of
First Line Management
Prepare and deliver business presentations as a first line manager
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Unit Standard 16614
New Zealand Certificate of
First Line Management
Apply time management concepts and methods in business situations
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Unit Standard 16616
New Zealand Certificate of
First Line Management
Plan and monitor performance of others as a first line manager
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Unit Standard 18336
New Zealand Certificate of
First Line Management
Demonstrate and apply knowledge of team-building skills
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Unit Standard 18337
New Zealand Certificate of
First Line Management
Plan, organise, and evaluate training and development activities for a workplace team
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NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS (LEVEL 4) |
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Unit Standard 15189
New Zealand Certificate of
Contact Centre Operations
Implement a health and safety plan for a workplace |
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Unit Standard 16342
New Zealand Certificate of
Contact Centre Operations
Identify key workplace organisational principles
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Unit Standard 16611
New Zealand Certificate of
Contact Centre Operations
Prepare and conduct staff selection interviews as a first line manager
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Unit Standard 16612
New Zealand Certificate of
Contact Centre Operations
Use effective business writing skills as a first line manager
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Unit Standard 16613
New Zealand Certificate of
Contact Centre Operation
Prepare and deliver business presentations as a first line manager
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Unit Standard 16614
New Zealand Certificate of
Contact Centre Operations
Apply time management concepts and methods in business situations as a first line manager
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Unit Standard 16616
New Zealand Certificate of
Contact Centre Operations
Plan and monitor performance of others as a first line manager
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Unit Standard 18336
New Zealand Certificate of
Contact Centre Operation
Demonstrate team building skills
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Unit Standard 18337
New Zealand Certificate of
Contact Centre Operations
Implement training and development activities for teams and individuals in the workplace
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NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS (LEVEL 4) ELECTIVES |
Unit Standard 1987
New Zealand Certificate of
Contact Centre Operations
Develop strategies to establish and maintain positive workplace relationships
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Unit Standard 16342
New Zealand Certificate of
Contact Centre Operations
Identify key workplace organisational principles |
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Unit Standard 9674
New Zealand Certificate of
Contact Centre Operations
Facilitate a group and/or team to gather ideas and information
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Unit Standard 11101
New Zealand Certificate of
Contact Centre Operations
Participate in groups and/or teams to recommend solutions to problems |
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Unit Standard 17382
New Zealand Certificate of
Contact Centre Operations
Demonstrate knowledge of the use of contact centre technology in the management of a contact centre team
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Unit Standard 16784
New Zealand Certificate of
Contact Centre Operations
Receive and resolve customer complaints about products or services, in a contact centre
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Unit Standard 4098
New Zealand Certificate of
Contact Centre Operations
Assess candidate performance using supplied assessment activities |
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Unit Standard 11552
New Zealand Certificate of
Contact Centre Operations
Design assessments |
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Unit Standard 9704
New Zealand Certificate of
Contact Centre Operations
Manage interpersonal conflict
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