Contact Centre Campaign Manager Local

Ignition Group; Emalahleni Local Municipality; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in the investment sector is seeking a Contact Centre Campaign Manager. The role involves managing Team Leaders, analyzing performance metrics, and ensuring adherence to sales processes. Candidates should possess strong leadership and problem-solving skills, alongside the ability to motivate teams for optimal results.

Qualifications

• Good understanding of Inbound Metrics and IVR.
• Experience in managing campaigns and teams.
• Capability to analyze sales stats and implement corrective actions.

Responsibilities

• Manage day-to-day running of the campaign covering all key performance areas.
• Develop Team Leaders with assistance from Training Department.
• Provide daily, weekly, and monthly reporting to management.

Skills

Leadership

Team Management

Sales Analysis

Problem-Solving

Job description

The Ignition Contact Centre is the supporting arm of Ignition Group, a proudly South African investment company focusing on Technology, Media, Telecommunications, and Financial services.

The Contact Centre Campaign Manager manages and develops Team Leaders, coordinates training sessions, analyses individual Sales Experts’ stats, and effectively resolves escalated Sales-related queries.

The successful incumbent must have a good understanding of Inbound Metrics, IVR, Call queues, and Service Levels.

Could this be you?

The Detail : Management

• Manage day-to-day running of the campaign covering all key performance areas.
• Manage talk time through Team Leaders.
• Manage attendance through the Team Leaders with assistance from HR.
• Develop Team Leaders with assistance from Training Department.
• Maintain discipline, recommend, and administer corrective action according to policy and procedures.
• Ensure Team Leaders keep proper documentation on all Sales Experts in the team.
• Responsible for the planning and management of leave rosters in conjunction with the Team Leaders.
• Provide reporting on all aspects of the campaign, to management on a daily, weekly, and monthly basis as directed by the Contact Centre Manager.

Leadership & Motivation

• Provide Team Leaders with clear direction through individual / Team objective setting.
• Create an environment in which the Sales Experts can feel motivated and achieve optimum results.
• Initiate, coordinate, and roll-out incentive plans.
• Coordinate and roll-out of commission targets.

QA and Sales

• Ensure adherence to sales processes.
• Stay abreast of new product development / knowledge.
• Monitor and track Team Leaders’ and Sales’ targets.
• Resolve escalated Sales-related queries.

Weekly Team Reviews :

• Analyse individual Sales Experts’ stats.
• Direct and schedule the weekly review session.
• Discuss Performance Management actions to be taken with specific Sales Experts – recommend coaching and development plan as well as PIP where relevant.
• Develop Team Leader coaching development plan.
• Ensure that Team Leaders are capable of identifying good and bad trends.

Training

• Coordinate / communicate training sessions.
• Assist training department in identifying poor performance, as well as patterns and trends in good performing Sales Experts.

Please take note that this is a new campaign, and if growth is not secured, the successful candidate will not be absorbed back into the business in their new position. They will revert to their previous role prior to this appointment.