Contact Centre Operations - Level 3 Apprenticeship Framework

a group of young customer service representatives with headsets

Contact Centre Operations - Level 3 Apprenticeship Framework
Overview

Title
Contact Centre Operations Apprenticeship
Level
3
Suitable for
Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager. Higher Apprentices will work in job roles such as Resource Scheduling Manager, Senior Planner, Team Manager, Key Account Manager, and Senior Contact Centre Manager
Duration
12-24 Months
Locations
All industries
Sector Skills Council
CfA Business Skills @ Work
Awarding Organisation
City and Guilds
Start Date
Flexible around the needs of the business

Contact Centre Operations - Level 3 Apprenticeship
Framework Components

Competence
Level 3 NVQ Diploma in Contact Centre Operations
Knowledge
Level 3 Certificate in Contact Centre Operations
Transferable Skills
  • Functional Maths
  • Functional English
Employment Rights and Responsibilities (ERR)
ERR requirements are covered as part of the Knowledge qualification