Level 4, 40 credits
Please note that by undertaking the Contact Centre Level 4 qualification you will automatically receive the First Line Qualification.
Unit No. |
Unit Title |
Level |
Credit |
COMPULSORY UNIT STANDARDS |
First Line Management |
15189 |
Implement a health and safety plan for a workplace |
4 |
4 |
1987 |
Develop strategies to establish and maintain positive workplace relationships |
4 |
5 |
7452 |
Plan, organise, and allocate work to achieve objectives |
4 |
10 |
16613 |
Prepare and deliver business presentations as a first line manager |
4 |
4 |
16614 |
Apply time management concepts and methods in business situations |
4 |
3 |
16616 |
Plan and monitor performance of others as a first line manager |
4 |
4 |
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 |
| |
TOTAL COMPULSORY CREDITS |
|
40 |
Contact Centre Management
|
16342 |
Identify key workplace organisational principles |
4 |
4 |
16611 |
Prepare and conduct staff selection interviews as a first line manager |
4 |
3 |
16612 |
Use effective business writing skills as a first line manager |
4 |
4 |
17382 |
Demonstrate knowledge of the use of contact centre technology in the management of a contact centre team |
4 |
5 |
9674 |
Facilitate a group and/or team to gather ideas and information |
5 |
4 |
11101 |
Participate in groups and/or teams to recommend solutions to problems |
4 |
3 |
16784 |
Receive and resolve customer complaints about products or services, in a contact centre |
3 |
5 |
16785 |
Plan and allocate work to individuals in a contact centre |
4 |
6 |
|
TOTAL COMPULSORY CREDITS |
|
34 |
ELECTIVE GROUP 1 (CONTACT CENTRE ELECTIVES)
|
4098 |
Assess candidate performance using supplied assessment activities |
4 |
5 |
11552 |
Design assessment |
5 |
6 |
9704 |
Manage interpersonal conflict |
4 |
6 |
|
TOTAL ELECTIVE CREDITS |
|
17 |
|
TOTAL CREDITS |
|
78 |
