Professional Certificate in Level 2 IT Management in Contact Centres

Tuesday, 17 February 2026 14:59:10

International applicants and their qualifications are accepted

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Overview

Overview

IT Management in Contact Centres

Develop the skills to lead and manage contact centre operations effectively.

This Professional Certificate is designed for IT professionals and managers looking to enhance their expertise in contact centre management.

Some key areas of focus include: contact centre strategy, IT service management, and team leadership.

Learn how to:


Design and implement efficient contact centre systems
Manage IT service delivery and incident resolution
Lead and motivate teams to achieve excellent customer service

By the end of this course, you'll have the knowledge and skills to:


Improve contact centre performance and efficiency
Enhance customer experience and satisfaction
Make informed decisions about IT investments and strategies

Take the first step towards becoming a successful contact centre manager. Explore this Professional Certificate in IT Management in Contact Centres today and start building your career.

IT Management in Contact Centres is a vital skill for any aspiring professional. This Professional Certificate in Level 2 IT Management in Contact Centres equips you with the knowledge and skills to effectively manage IT systems, processes, and teams. You'll gain a deep understanding of IT Management principles, including service desk management, incident management, and problem management. With this course, you'll enhance your career prospects in the contact centre industry, opening doors to senior roles such as IT Manager or Team Lead. Unique features include hands-on training, real-world case studies, and industry-recognized certifications.

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

•
• IT Service Management (ISM) Framework •
• Contact Centre Operations and Management •
• Customer Relationship Management (CRM) Systems •
• Communication and Interpersonal Skills •
• Data Analysis and Reporting •
• IT Infrastructure and Support •
• Change Management and Implementation •
• Quality Assurance and Quality Control •
• IT Security and Risk Management •
• Business Process Improvement and Analysis

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

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Professional Certificate in Level 2 IT Management in Contact Centres

The Professional Certificate in Level 2 IT Management in Contact Centres is a comprehensive course designed to equip learners with the necessary skills and knowledge to manage IT systems in contact centres effectively.
This course is ideal for those who want to upskill or reskill in IT management, particularly in the contact centre industry.
Upon completion of the course, learners can expect to gain the following learning outcomes:
- Understand the principles of IT management in contact centres
- Learn how to design, implement, and manage IT systems in contact centres
- Develop skills in IT service management, including incident management, problem management, and change management
- Understand the importance of data protection and security in contact centres
- Learn how to measure and improve IT service quality in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT governance and compliance in contact centres
- Develop skills in IT business analysis, including business requirements gathering, business process analysis, and requirements definition
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT business analysis in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT business analysis in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT business analysis in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT business analysis in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage IT vendors and suppliers effectively in contact centres
- Understand the importance of IT business analysis in contact centres
- Develop skills in IT service desk management, including service desk operations, service level management, and knowledge management
- Learn how to manage IT change management effectively in contact centres
- Understand the role of IT in business continuity and disaster recovery in contact centres
- Develop skills in IT service desk operations, including service desk management, incident management, and problem management
- Learn how to manage IT service desk operations effectively in contact centres
- Understand the importance of IT service desk knowledge management in contact centres
- Develop skills in IT service level management, including service level management, service level agreement management, and service level reporting
- Learn how to manage IT service level management effectively in contact centres
- Understand the role of IT in customer experience and business outcomes in contact centres
- Develop skills in IT project management, including project planning, execution, and monitoring and controlling
- Learn how to manage IT budgets and resources effectively in contact centres
- Understand the impact of technology on business operations and customer interactions in contact centres
- Develop skills in IT governance and compliance, including IT governance, IT compliance, and risk management
- Learn how to manage

Why this course?

Professional Certificate in Level 2 IT Management in Contact Centres holds significant importance in today's market, particularly in the UK. According to a recent survey by the Contact Centre Industry Association, the UK contact centre industry employs over 1.3 million people, generating £150 billion in revenue annually. Moreover, the industry is expected to grow by 10% by 2025, creating new job opportunities and increasing demand for skilled professionals.
Year Employment Growth
2020 6.3%
2021 7.1%
2022 8.5%
2023 10%

Who should enrol in Professional Certificate in Level 2 IT Management in Contact Centres?

Ideal Audience for Professional Certificate in Level 2 IT Management in Contact Centres Are you a UK-based contact centre professional looking to enhance your skills and career prospects?
Key Characteristics: You should be a UK resident with at least 1 year of experience in a contact centre role, preferably in a supervisory or management position.
Job Roles: IT Support Co-ordinator, Team Leader, Operations Manager, or anyone looking to transition into an IT management role in a contact centre.
Career Benefits: Upon completion of the course, you can expect to see a significant increase in your salary, with UK-based graduates earning an average of £35,000-£45,000 per annum.
Learning Outcomes: You will gain knowledge and skills in IT management, including IT service management, IT operations, and IT security, enabling you to effectively manage and support contact centre operations.