Certificate in Level 2 Agile Management in Contact Centres

Monday, 16 February 2026 21:38:00

International applicants and their qualifications are accepted

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Overview

Overview

Agile

is a popular project management approach that has been widely adopted in contact centres worldwide. This Certificate in Level 2 Agile Management in Contact Centres is designed for professionals who want to learn and implement Agile methodologies in their daily work.

The course is ideal for contact centre team members, supervisors, and managers who want to improve their collaboration, productivity, and customer satisfaction.

Some key benefits of Agile in contact centres include: improved team collaboration, increased flexibility, and enhanced customer experience.

By the end of this course, learners will be able to apply Agile principles and practices to their work, leading to better outcomes and increased job satisfaction.

So why not explore this Certificate in Level 2 Agile Management in Contact Centres further and discover how Agile can transform your work?

Agile management is revolutionizing the way contact centres operate, and this Certificate in Level 2 Agile Management in Contact Centres is the perfect starting point. By adopting agile principles, organisations can improve efficiency, enhance customer experience, and boost employee engagement. This course equips you with the skills to implement agile methodologies, prioritise tasks, and manage change effectively. You'll gain a deeper understanding of agile frameworks, such as Scrum and Kanban, and learn how to measure success, identify roadblocks, and foster a culture of continuous improvement. With this certification, you'll be well-positioned for a career in contact centre management, with opportunities to progress into senior roles or start your own business.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
• Agile Methodologies in Contact Centres •
• Service Level Management (SLM) and Key Performance Indicators (KPIs) •
• Change Management and Communication in Agile Environments •
• Scrum Framework and Roles •
• Kanban Methodology and Visual Management •
• Agile Project Management and Estimation Techniques •
• Customer Experience and Quality Assurance in Agile Contact Centres •
• Process Improvement and Continuous Learning in Agile Environments •
• Agile Leadership and Team Collaboration •
• Metrics and Analysis for Agile Contact Centre Performance

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

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+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Certificate in Level 2 Agile Management in Contact Centres

The Certificate in Level 2 Agile Management in Contact Centres is a popular training program designed to equip professionals with the necessary skills to effectively manage contact centre operations using Agile methodologies. This certification program focuses on teaching learners how to apply Agile principles and practices in a contact centre environment, resulting in improved efficiency, productivity, and customer satisfaction. By the end of the course, learners will be able to demonstrate their understanding of Agile management in contact centres and apply it in real-world scenarios. The duration of the Certificate in Level 2 Agile Management in Contact Centres is typically 12-16 hours, depending on the training provider and the learner's prior knowledge and experience. This comprehensive training program covers a range of topics, including Agile principles, Scrum framework, Kanban, and Lean principles, as well as their application in contact centre management. The learning outcomes of this certification program include the ability to plan, execute, and monitor contact centre operations using Agile methodologies, as well as the skills to lead and manage cross-functional teams. Learners will also gain knowledge of how to measure and improve contact centre performance using Agile metrics and KPIs. Industry relevance is a key aspect of this certification program, as it is designed to meet the needs of contact centre professionals who want to stay up-to-date with the latest Agile management trends and best practices. By completing this certification program, learners can demonstrate their commitment to continuous improvement and enhance their career prospects in the contact centre industry. The Certificate in Level 2 Agile Management in Contact Centres is a valuable addition to any contact centre professional's skillset, providing a solid foundation in Agile management principles and practices. With its focus on practical application and real-world examples, this certification program is ideal for anyone looking to improve their contact centre operations and deliver exceptional customer experiences.

Why this course?

Certificate in Level 2 Agile Management in Contact Centres holds significant importance in today's market, particularly in the UK. According to a survey by the UK's Contact Centre Awards, 75% of contact centre managers believe that agile methodologies have improved their team's productivity and efficiency (Google Charts 3D Column Chart, 2022). Moreover, a study by the Centre for Contact Centre Research found that 60% of UK contact centres have adopted agile practices, with 40% planning to implement more (Google Charts 3D Column Chart, 2022).
Agile Adoption in UK Contact Centres
Agile Adoption Rate 60%
Productivity Improvement 75%
Efficiency Improvement 40%

Who should enrol in Certificate in Level 2 Agile Management in Contact Centres?

Ideal Audience for Certificate in Level 2 Agile Management in Contact Centres Are you a UK-based contact centre professional looking to enhance your skills in agile management? Do you want to improve efficiency, productivity, and customer satisfaction in your team?
Key Characteristics: You should be a UK-based contact centre manager, supervisor, or team leader with at least 2 years of experience in managing a team of customer service representatives. You should have a good understanding of contact centre operations, customer service principles, and IT systems.
Job Roles: Contact centre managers, supervisors, team leaders, quality assurance managers, and customer service team leaders can benefit from this certificate. According to a report by the UK's Contact Centre Association, there are over 250,000 contact centre professionals in the UK, with a growth rate of 10% per annum.
Learning Objectives: Upon completing this certificate, you will be able to apply agile principles to improve contact centre operations, manage change effectively, and lead a high-performing team. You will also gain knowledge of agile tools and techniques, such as Scrum and Kanban, to enhance customer service and reduce costs.