Learning & Skills Development Solutions
Ucademy offers a variety of targeted professional BPM qualifications, skills programmes and short courses to meet your learning and career aspirations.
This qualification serves as the entry qualification into Contact Centre operations and management and is designed to enable learners to work as Contact Centre Agents. Learners will attend 40 days of training over a twelve-month period and will gain practical exposure in the WNS call centre environment.
This qualification is intended for people who already work as Business Process Management agents or who wish to join the Business Process Management industry. The qualification provides an introduction to Business Process Management operations and will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service.
This qualification is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path. Management is a critical skill in the workplace - good leaders result in high performing teams and high performing teams achieve great success. This qualification will equip a new or existing contact centre leader to work more efficiently as a Contact Centre Team leader/Supervisor.
The purpose of this qualification is to help new or aspiring managers or teams leads to acquire the knowledge, skills, attitudes and values required to execute the managerial functions of planning, organising, leading and controlling in any business environment, while practicing sound business ethics.
A person acquiring this qualification will be able to manage first line managers in an organisational entity. The focus of this qualification is to enable learners to develop competence in a range of knowledge, skills, attitudes and values relating to leadership, managing finances, managing people and teams, managing conflict and managing change.
Providing first time managers with the basics of leading people and managing performance in a contact center environment. Aimed at building lead associate capability, with specific focus on the transition from managing self to managing people.
Team Leader development is approached as a journey consisting of three phases:
Step In consists of five master classes aimed at giving TLs the day-to-day hard skills.
Excel focuses on development of the soft and technical skills required to effectively lead and manage a team.
Level Up develops the essentials required to be an Operations Manager.
Equipt team leaders with essentialsFundamentals:
Develop team leader capabilitiesPersonal Effectiveness:
Empower HiPo team leader with operations manager essentialsFuture Fit:
Emerging Learning Professionals is a blended learning programme that aims to address intermediate to advanced L&D capabilities of learning professionals. The programme consists of 4 modules over a period of 12 months.
Participants will be assessed through completion of learning activities, workplace assignments and compiling a Portfolio of Learning.