University of Manitoba Extended Education and the Manitoba Customer Contact Association (MCCA)have designed a program specifically for the contact centre industry. The program is designed for managers, supervisors, team leads, trainers, customer service representatives and quality assurance managers who wish to advance in their career or pursue a career change in the industry.
The Certificate in Interdisciplinary Studies: Customer Contact Centre Management will prepare students to work as supervisors and entry-level managers in Canada’s rapidly developing contact centre industry, which employs more than 11,000 people in Manitoba. For those who have an interest in operations and people management, this program can lead to a successful career.
This program provides:
• opportunities for personal and professional development
• recognition of career interests by employees
• networking opportunities in the contact centre industry and
• opportunity to learn with flexible scheduling in the classroom or by distance delivery.
| Program Length: 1 to 2 years on average; maximum of 6 years |
| Delivery Methods: Face-to-Face and Distance or Online Delivery |
|
Tuition Cost*: fees vary from $410-$545 depending on the format Certificate Program Application Fee: $50 |
| Ask a Question: Sandra.Stechisen@umanitoba.ca |
| *Based on 2011-2012 fees and does not include textbooks and supplies. |
Program requirements | University of Manitoba Requirements | Manitoba Customer Contact Association Requirements | Fees | How to Apply | Contact Information
Program Requirements
Students must complete 108 course hours from the University of Manitoba and 108 course hours from the Manitoba Customer Contact Association for a total of 216 hours. Some of the courses are required and some you will select from a list of electives.
University of Manitoba Requirement
Required Courses
Supervisory Management I (36 hours)
Supervisory Management II (36 hours)
Plus one of the following elective courses:
Canadian Business: An Introduction (39 hours)
Managerial Communication (39 hours)
Managing the Human Resource Function (36 hours)
Click on each course to view course descriptions and section start dates. Click on the section start date for textbook, instructor, location and fee information.
| University of Manitoba Plan Ahead Schedule 2013-2014 |
Fall 2013
|
Win 2014
|
Spr/Sum 2014
|
|---|---|---|---|
| Supervisory Management I |
F
|
||
| Supervisory Management II |
F
|
||
| Canadian Business: An Introduction |
F/O
|
F/O
|
O
|
| Managerial Communication |
F/O
|
F
|
O
|
| Managing the Human Resource Function |
F/O
|
O
|
O/F
|
F = Face-to-Face D = Distance Delivery B = Blended Learning O = Online Delivery
Manitoba Customer Contact Association Requirements
Registration information for MCCA courses is available on the MCCA website.
Required Courses
Customer Relationship Management (36 hours)
Operations (36 hours)
Contact Centre Management (36 hours)
Customer Contact Centre Technology (36 hours)
Facilitating Successful Meetings (12 hours)
Financial Management (39 hours)
Managing a Sales Environment (24 hours)
The Canadian Customer Contact Centre Landscape (36 hours)
How to Apply
Before registering for courses, complete and submit the following::
- U of M Application to Enter Certificate Program.
- The learning contract which includes your proposed program schedule.
Submit the U of M Application and the Learning Contract by mail or fax to the U of M Program Administrator. Your learning contract must be approved by Continuing Education and the MCCA before you can be accepted into the Program. Once your application has been approved, we will send you a welcome letter.
Fees
The cost of textbooks and course material is not included in the tuition fee and is the responsibility of the participant or the employer.
University of Manitoba
Tuition fees are listed in the Course Schedule. Click on the Course Number for available sections. Click on the section start date for fees and additional information.
Manitoba Customer Contact Centre
Tuition fees for MCCA courses are $425 for each course. MCCA members and their employees are eligible for a member discount.
Graduation
To graduate, you must complete all coursework within six years of admission to the Program. You must achieve a minimum overall grade point average of 2.0 (C) in courses marked with a letter grade, and a Pass in each course graded with a Pass/Fail. To be eligible to graduate you must submit an Application for Graduation Form by the date indicated on the form.
For Information Contact
University of Manitoba
Sandy Stechisen
Program Administrator
Tel: (204) 474-6685
Toll-free: 1-888-216-7011 ext 6685
Fax: (204) 474-7660
E-mail: Sandra.Stechisen@umanitoba.ca
Manitoba Customer Contact Association
Lisa Dabrowski
Manager of Training and Development
Manitoba Customer Contact Association
1000 Waverley Street, Winnipeg, Manitoba, R3T 0P3
T: (204) 975-6465
F: (204) 975-6460
Email: lisa@mcca.mb.ca
mcca.mb.ca