Qualifications Offered

Contact Centre: NQF 3

Intended for:

Contact Centre Agents

Outcomes:

  • Provide effective customer service in a contact centre/call centre and/or BPO industry.
  • Use communication technology in a contact centre.
  • Capture data to track interactions.
  • Work effectively as a team member in a group.
Contact Centre: NQF 4

Intended for:

Team Leaders and Agents preparing to level up

Outcomes:

  • Identify and implement service levels and their monitoring in contact centres.
  • Monitor and control contact centre/call centre support staff and the meeting of their targets and standards.
  • Apply specific contact centre/call centre sales knowledge and skills in creating and meeting sales targets and requirements. Identify specific contact centre/call centre customers.
  • Coach others in contact centres/call centres.
  • Work with contact centre/call centre statistical data.
Generic Management: NQF 4

Intended for:

Team Leaders, Support Staff, Specialist Managers

Outcomes:

  • Develop plans to achieve defined objectives.
  • Organise resources in accordance with developed plan.
  • Lead a team to work co-operatively to achieve objectives.
  • Monitor performance to ensure compliance to a developed plan.
  • Make decisions based on a code of ethics.
Generic Management: NQF 5

Intended for:

Operations, Support & Specialist Managers

Outcomes:

  • Initiate, develop, implement and evaluate operational strategies, projects and action plans to improve the effectiveness of the unit.
  • Monitor and measure performance and apply continuous or innovative improvement interventions.
  • Lead and manage a team of first-line managers to enhance individual, team and unit effectiveness.
  • Apply the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.
  • Enhance the development of teams and team members.

BBBEE SKILLS

Our Destined for Diversity programme aims to enrich the lives of disabled graduates from previously disadvantaged backgrounds with an opportunity to further their education and career aspirations while integrating into mainstream employment. The curriculum comprises a blend of post-graduate studies, soft skills training, coaching and experiential learning. The 12-month programme allows the graduates to apply learned theory into practice and to develop and grow their skills within the Ucademy, WNS Global Services Contact Centre and Financial Service arenas.

First delivered in 2017, Ucademy partnered with WNS Global Services SA on the design, development and implementation of a world-class Disability Graduate Development Programme that can truly empower and grow a diverse workforce.

image

Learnership

One of Ucademy’s focus areas is the management of learnerships through the implementation of a professional learnership framework, which is designed to ensure optimal benefit for both the employer and the learner. Our team of learnership experts will be able to walk your team through all the steps in the learnership journey.

During our discovery session, we will ensure that we help you understand each milestone within the learnership journey, aiming to highlight the most critical components to take into consideration when embarking on or managing a learnership within the workplace.

Our team of experts across South Africa will ensure that your learnership is managed as a structured learning process which combines theoretical knowledge and practical skills application in the workplace, leading to a qualification registered on the National Qualifications Framework (NQF). Qualifications are Outcomes-Based and therefore the knowledge component is acquired through training, whilst the skills component is achieved back in the learners natural work environment. Ucademy, as a registered training provider will ensure that all the minimum requirements are met in terms of the requirements within a particular qualification.

We pride ourselves in delivering excellence and some of the benefits may include; expanding or growing the skills-base of your organisation, campaign or business. Creating employable opportunities for individuals who can add value and grow your business, which could be linked to your Broad-Based Black Economic (BBBEE) under the Skills Development Category. Our team builds lasting relationships with learners, whether they by employed or unemployed by providing them with opportunities to improve existing skills and develop additional ones. This means that both theoretical and practical workplace learning within the workplace takes centre stage while excelling within the workplace and achieving a national recognised qualification.

Internship

Future Ready Internship

Ucademy, together with WNS Global Services SA, has sourced and hosted 150 learners and interns across five sites - Century City, Bellville, Durban, Johannesburg and Port Elizabeth.

The internship programme equips young job seekers with the necessary skills and knowledge to integrate them into the world of work. Modules include:

  • Personal Mastery
  • Business Ethics and Protocol
  • Business Communication
  • Customer Centricity
  • Computer Literacy
  • Developing Positive Assertiveness
Ucademy Team Photo

Nicolus Sebolai says: “Thank you for the opportunity. Thank you for all that I learnt during class, you taught me how to present myself in my life. You taught me how to communicate with people. This experience has made me a better person. Thank you for the opportunity to work in Recruitment. I’ve decided that I want to complete my studies and hope to find a job still.”

Nicolus Sebolai, Bongani Matyolo and Lukhangele Maqokolo gain experience in the Recruitment Department of WNS Global Services after completing a six-week job readiness programme with Ucademy.

Ucademy Team Photo

Insurance

INSURANCE LEGISLATIVE REQUIREMENTS

Ucademy offers customised training and support which meets the needs of individuals and companies to ensure successful completion of the regulatory exams and financial qualifications, as well as a solid understanding of TCF and FICA requirements.

QUALIFICATIONS
NQF 4 & 5 FINANCIAL PLANNING QUALIFICATIONS
REGULATORY EXAMS
CLASSES OF BUSINESS TRAINING
FICA
FINANCIAL INTELLIGENCE CENTRE ACT
TCF
TREATING CUSTOMERS FAIRLY
CPD
CONTINUOUS PROFESSIONAL DEVELOPMENT

Old Mutual DFA provides clients with financial advice on a range of insurance and risk products. As a direct insurer, they recruited large volumes of new entrants into the financial service industry annually. Every year, they would see young people having to go through the overwhelming stress of needing to pass a regulatory exam to be able to continue on their career path.

Ucademy and Christel Lategan made it easy. Using an innovative, personalized approach, the team was able to see huge returns while remaining extremely professional. It was such an inspiration to see advisors cheer each other on when the results were published and they were successful.