Contact Centre Campaign Manager
Ignition Group
- Umhlanga, KwaZulu-Natal
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- Team Leader coaching development plan.
- To ensure that Team Leaders are capable of identifying good and bad trends.
- Coordinate / communicate training sessions.
- Assist training department in identifying poor performance, as well as patterns and trends in good performing Sales Experts.
- Matric
- Team Leader Experience