Course Information

National Certificate in Contact Centres (Team Leader Level 4: 67 credits)

Course Outline:

• Apply time management concepts and methods in business situations
• Develop strategies for communicating in a culturally diverse workplace
• Use effective business writing skills in a business organisation
• Receive and resolve customer complaints about products or services, in a contact centre
• Demonstrate knowledge of the use of contact centre technology in the management of a contact centre team
• Monitor quality in a contact centre
• Develop strategies to establish and maintain positive workplace relationships
• Demonstrate knowledge of performance management planning
• Plan and monitor performance of others
• Identify key workplace organisational principles
• Apply problem solving techniques
• Lead a group/team to achieve an objective(s)
• Plan and allocate work to individuals in a contact centre
• Prepare and implement a Health and Safety plan
• Manage interpersonal conflict

So where can this qualification take you?

This qualification is for people who are working as, or training towards, Team Leader roles in contact centres. It combines a wide range of generally applicable leadership skills with the specialised statistical and technology skills expected of Team Leaders in this industry.

Compulsory Unit Standards The following unit standards must be completed in order to achieve the Team Leader Level 4 qualification.
Unit ID	Unit Standard Title	Level	Credit
16614	Apply time management concepts and methods in business situations	4	3
11099	Develop strategies for communicating in a culturally diverse workplace	4	4
16612	Use effective business writing skills in a business organisation	4	4
16784	Receive and resolve customer complaints about products or services, in a contact centre	3	5
17382	Demonstrate knowledge of the use of contact centre technology in the management of a team	4	5
25305	Monitor quality in a contact centre	4	3
1987	Develop strategies to establish and maintain positive workplace relationships	4	5
23396	Demonstrate knowledge of performance planning	4	3
23397	Plan and monitor performance of others	5	6
16342	Identify key workplace organisational principles	4	4
9696	Apply problem-solving techniques	4	4
21335	Lead a group/team to achieve an objective(s)	4	5
16785	Plan and allocate work to individuals in a contact centre	4	6
Total Credits (Compulsory)			57
Electives (choice of minimum of 2 required to make up to 67 Credits)
15189	Implement a health and safety plan for a workplace	4	4
9704	Manage interpersonal conflict	4	6
18336	Demonstrate and apply knowledge of team-building skills	4	5
18337	Plan, organise, and evaluate training and development activities for a workplace team	4	5

What is a Unit Standard?

A unit standard simply describes what you need to know or be able to do to be assessed as competent in a particular skill area. National qualifications are made up of unit standards, which are set at different levels to indicate the degree of difficulty.

For each unit standard you gain and are assessed on, you gain credits. To achieve a national qualification, all you have to do is complete the required number of credits.

What is a National Qualification?

There are three kinds of national qualifications:

• National Certificates - Levels 1-4
• National Diplomas - Levels 5-6
• Degrees & Post Graduate Programmes - Levels 7-10

As you achieve your unit standards, your details are listed on a Record of Learning. This should be a link to access via the internet , held on a national database by NZQA, to keep track of your achievements.

You can accumulate credits over a number of years and from a variety of providers, until you have completed a qualification.