Call Center Supervision

Program Description:

The increasing complexities of the business environment have created the need for individuals who possess a greater diversity of skills. Interpersonal, communication, analytical, decision-making, customer service, and computer skills are essential for success in business. Mountwest Community and Technical College’s Management Technology program provides these skills and prepares students for entry-level positions in organizations with career paths that eventually lead to supervisory and management positions. The program also prepares employed individuals for upward mobility within their organization.

The flexibility of the Management Technology curriculum allows students to tailor a course of study to meet their own career goals and interests. The Call Center Management program is designed to train students who seek management positions in a call center or the teleservice industry. Students completing these courses will be proficient in all facets of communication and will tailor their communication skills to the call center environment.

This program provides students with a deeper knowledge of current contact center management topics, operations and practices. Courses focus on the analytical skills to determine the needs of the call center industry and problem-solving skills to apply management to meet those requirements. Emphasis is placed on communication, teamwork, ethics, and the skills for managing diversity within the contact center industry.

Upon completion of the Associate in Applied Science Degree in Management Technology, the graduate will be able to:

•   Demonstrate fundamental supervisory skills
•   Apply knowledge of business computer software to business activities
•   Apply relevant mathematical skills to business activities
•   Demonstrate a working knowledge of ethical, legal, and social skills that relate to the business environment
•   Make decisions after gathering and analyzing information
•   Prepare and present written and oral communication
•   Demonstrate knowledge specific to the specialized option

REQUIRED COURSES for the Academic Year 2014-2015
(Suggested Sequence)

Course Course Title Hours
AC 103 Introduction to Accounting1 (EDGE) 3
ENL 111 Written Communication2 3
IT 101 Fundamentals of Computers (EDGE) 3
MAT 115 Business Mathematics3 3
MG 101 Introduction to Business1 (EDGE) 3
     
COM 112
or
COM 125
Oral Communication1
or
Interpersonal Communication1
3
MAT 210 Statistics for Business and Industry4 3
MG 105 Introduction to Workplace Training1 3
MG 233 Personnel Management5 3
  Social Science Elective6 3
     
ENL 115
or
ENL 231
Written Communication II7
or
Technical Report Writing2,7
3
MG 202 Business Organization & Management5 3
MG 205 Call Center Environment/Technology8 3
MG 207 Managing Call Center Data9 3
  Recommended Elective10 3
     
MG 203 Managing Call Center Teams11 3
LAW 250 Employment Law12 3
MG 209 Occupational Safety1 3
MG 299 Cooperative Work Experience13 3
  Recommended Elective10  

 

1     AC 203, COM 112, COM 125, MG 101, MG 105, and MG 209 have a prerequisite of REA 098, or placement in 100-level Reading.
2     ENL 111 and ENL 231 have a prerequisite of ENL 095, or placement in 100-level English, and REA 098, or placement in 100-level Reading.
3     MAT 115 has a prerequisite of MAT 096, or MAT 097, or placement in 100-level math.
4     MAT 210 has a prerequisite of MAT 115, MAT 120, MAT 145, or MAT 150.
5     MG 202 and MG 233 have a prerequisite of MG 101.
6     Choose from EC, HIST, PSYC, SS 100-level or above.
7     ENL 115 has a prerequisite of ENL 111.
8     MG 205 has a prerequisite of IT 101.
9     MG 207 has a prerequisite of MAT 210.
10   Recommended Electives: AC 221, AC 222, FN 141, FN 151, IT 107, IT 115, IT 120, IT 150, ISM 133, LAW 101, AT 136, AT 160, AT 255 and other courses recommended by a program advisor.
11   MG 203 has a prerequisite of MG 202 or SS 201.
12   LAW 250 has a prerequisite of LAS 101, or LAW 101 and MG 233.
13   MG 299 has a prerequisite of permission by Division Director or Program Coordinator.

**Click here for the 2014-2015 Advising Sheet**
**Click here for the 2013-2014 Advising Sheet**
**Click here for the 2012-2013 Advising Sheet**