Certified Contact Centre Manager (CCCM) or Certified Call Centre Manager (CCCM): Managers in call centers or contact centers hire, train, prepare, and motivate staff to deliver excellent customer service. They set goals, analyze center performance, ensure goals are met, and provide reliable support for customers. In the managerial domain, candidates demonstrate skills in managing a call center and its staff. This certification showcases their ability to manage complex operations and processes in a call center. Responsibilities include: - Hiring, training, coaching, and leading call center representatives. - Providing guidance during difficult calls, handling issues, and calming angry customers. - Leading team meetings, educating workers, and setting expectations. - Assisting management in identifying trends and setting goals. - Ensuring service levels are met and taking corrective action if needed. - Analyzing data to improve processes and maximize efficiency. - Authorizing replacements or refunds. - Supporting employees, managers, and overall call center operations with additional tasks or projects.

E-Course Duration: 20 to 25 Hours

• Help desk managers, supervisors, and experienced team leaders
• Business professionals moving to the call center
• Professionals in charge of enhancing or reorganizing an existing center
• Managers and executives supervising call center operations
• Leaders establishing a new call center department or business
• Recently promoted supervisors and team leaders with added responsibilities
• Contact center recruiters, coaches, trainers, mentors, and quality assurance professionals