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.
So where can these qualifications take you?
This programme is designed for people working towards or already working in positions as team leaders, supervisors, charge hands or first line managers who may be responsible for managing people, resources or projects.
Leadership is required everywhere you go. By undertaking these qualifications you will be making yourself far more marketable and increasing your career into management. Whether you are in a general management role or a more specifc team leader role in the contact centre industry you will find benefits in these unit standards in progressing your career.
We wish you all the best of luck in your future as a leader.
The team at icontact.
A closer look at this qualification:
NATIONAL CERTIFICATE IN FIRST LINE MANAGEMENT
(LEVEL 4)
Topics covered in this Level 4 paper:
Create and maintain positive workplace relationships
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Manage and/or supervise workplace operations
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Recruit and select staff
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Prepare and implement a health and safety plan for a workplace
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Prepare and deliver business presentations as a first line manager
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Apply time management concepts and methods in business situations as a first line manager
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Plan and monitor performance of others as a first line manager
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Lead a team or group to complete tasks with some complexity within set timeframes |
Demonstrate team-building skills
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Implement training and development activities for teams and individuals in the workplace
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Develop job description and conduct performance appraisal in a business operation |
NATIONAL CERTIFICATE IN CONTACT CENTRE MANAGEMENT
(LEVEL 4)
Topics covered in this Level 4 paper:
Prepare and implement a Health and Safety plan
Identify key workplace organisational principles
Prepare and conduct staff selection interviews
Use effective business writing skillsPrepare and deliver business presentations
Apply time management concepts and methods in business situations
Plan and monitor performance of others
Demonstrate team building skills
Implement training and development activities for teams and individuals in the workplace
Assess candidate performance using supplied assessment activities
Design assessments
Receive and resolve customer complaints about products or services, in a contact centre
Plan and allocate work to individuals in a contact centre
Demonstrate knowledge of the use of contact centre technology in the management of a contact centre team
Facilitate a group and/or team to gather ideas and information
Participate in groups and/or teams to recommend solutions to problems
Develop strategies to establish and maintain positive workplace relationships
Manage interpersonal conflict
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