Contact Centre Campaign Manager - Customer Care (Umhlanga) at Ignition Group

The role:

The Ignition Group is a proudly South African investment company focusing on Technology, Media, Telecommunications and Financial services. Our Employees are encouraged to recommend innovative business and operational ideas, and we strive to make each Employee's journey to success as exciting and engaging as possible.

The Customer Care Campaign Manager takes pride in providing the best Customer Service support by handling Customer queries and concerns with the highest degree of courtesy and professionalism. They ensure that an excellent standard of service and a high level of Customer satisfaction is maintained. Are you as passionate about Customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? This could be the job for you!

The detail:

Management

• · Manage day-to-day running of the Customer Care Campaign covering all key performance areas.
• · Manage talk time through Team Leaders.
• · Manage attendance through the Team Leaders with the assistance from HR.
• · Develop Team Leaders with assistance from Training Department.
• · Maintain discipline, and 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. Customer Care
• · Ensure adherence to Customer Care processes.
• · Stay abreast of new product development/knowledge.
• · Monitor and track Team Leaders and their targets.
• · Resolve escalated 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.
• · Team Leader coaching development plans, to 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. 

Skills and Experience

• · Matric (NQF 4) · 3 years' or more experience in Customer Care Management, within a Contact Centre environment.