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The Skills Organisation is committed to workplace capability. They work with the Contact Centre industry to help people in the workplace gain recognition in the form of qualifications for the work that they are doing. Skills has had a long association with this sector as an Industry Training Organisation (ITO). In this capacity they have developed unit standards and qualifications that are nationally recognised on the New Zealand Qualifications Framework. They provide assessment programmes that formally measure how workplace training reflects the competency requirements of selected qualifications.
You are learning while you are working. You are learning when you do product training. You are learning when you are having coaching sessions with your team leaders. You are constantly learning on the job when you face new situations that you need to deal with. Skills Assessment Resources provide you with the opportunity to reflect on what you know and put it into a framework that can be measured, and you can be awarded a qualification.
Skills have qualification pathways that reflect the career growth that happens with a Contact Centre. As you move through your career you can gain more qualifications that reflect the work that you do.
These qualifications are listed below:
New Zealand Certificate in Contact Centre Level 3 version 2
This qualification measures fundamental skills for working in a Contact Centre environment. Delivery is via Skills Assessment resources (workbooks) and will soon to be available as Online learning and assessment modules.
Topics covered in the assessments include:
- Health and Safety in the workplace
- Emotional and mental wellbeing
- Building effective relationships
- Legislation relevant to the Contact Centre environment
- Product and service Knowledge
- Customer Knowledge
- Technology and systems used in a Contact Centre
- Customer Service Techniques
- Quality frameworks
- Challenging Interactions
New Zealand Certificate in Business (Introduction to Team Leader) Level 3
This qualification is ideal for people who are new to team leadership or have the potential to be appointed to a team leader role. There are no entry requirements, however the learners must have access to workplace processes and procedures for team leaders.
Delivery is via Skills Assessment resources or workbooks. There are three modules:
- Apply principles for effective team performance within a team.
- Develop objectives for a team.
- Describe and compare different styles of team leadership for a business entity.
New Zealand Certificate in Business (First Line Management) Level 4
This qualification is a great professional development option for experienced managers. It focuses managers on the skills they need to draw out the best in their teams, to communicate effectively with stakeholders and how to create culturally inclusive environments. This qualification is designed for those who are already managing a team.
Delivery is via Skills Assessment resources or workbooks. There are two modules:
- Manage a team to contribute to a business entity’s objectives.
- Manage workflows.
New Zealand Certificate in Project Management (Level 4)
As part of daily workplace activities, staff work on the planning and delivery of projects to improve business practice and processes. This qualification is for anyone who is working in a broad range of support roles as a project team member and takes responsibility for some parts of a project. Skills define a project as a one-off event that leads to business-as-usual.
Delivery is via a Skills Recognition process.
- You complete a self-assessment describing the project and your role with it. This includes a verification statement from your manager.
- You complete an evidence portfolio that supports the planning, execution, monitoring and control and closing of a project.
- You take part in an assessment discussion to clarify the evidence you have provided.
For more information and to speak with someone about how you can take part in this journey click https://skills.org.nz/careers-and-courses/business/contact-centres/