Contact Centre Campaign Manager Local

Ignition Group; Umhlanga Rocks; On-site; ZAR 300 000 - 480 000; Full time

Job summary

A leading company in South Africa seeks a Contact Centre Campaign Manager to oversee operations, manage performance metrics, and develop team leaders. The role requires strong leadership skills and a solid understanding of sales processes. The successful candidate will create a motivating environment and ensure adherence to sales protocols.

Qualifications

• Good understanding of Inbound Metrics, IVR, Call queues, and Service Levels.

Responsibilities

• Manage day-to-day operations of the campaign.
• Set clear objectives for Team Leaders and Sales Experts.
• Coordinate and communicate training sessions.

Skills

Leadership

Motivation

Sales Processes

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, analyzes 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.

The Role Details

Management

• Manage day-to-day operations of the campaign, covering all key performance areas.
• Manage talk time through Team Leaders.
• Oversee attendance with assistance from HR and Team Leaders.
• Develop Team Leaders with support from the Training Department.
• Maintain discipline, and administer corrective actions according to policy and procedures.
• Ensure proper documentation of all Sales Experts in the team.
• Plan and manage leave rosters in conjunction with Team Leaders.
• Provide regular reports on campaign performance to management as directed.

Leadership & Motivation

• Set clear objectives for Team Leaders and Sales Experts.
• Create a motivating environment to achieve optimal results.
• Implement incentive plans and coordinate commission targets.

QA and Sales

• Ensure adherence to sales processes.
• Stay updated on new product developments and knowledge.
• Monitor and track targets of Team Leaders and Sales Experts.
• Resolve escalated sales-related queries.

Weekly Team Reviews

• Analyze individual Sales Experts’ performance metrics.
• Schedule and direct weekly review sessions.
• Discuss performance management actions, including coaching, development plans, and PIPs where relevant.
• Develop coaching plans for Team Leaders.
• Assist Team Leaders in identifying performance trends.

Training

• Coordinate and communicate training sessions.
• Support training in identifying performance issues and patterns in Sales Experts.

Please note, as this is a new campaign, if growth is not secured, the successful candidate will revert to their previous role, as they will not be absorbed into a new position within the business.