Contact Centre Campaign Manager - Earthlink International Customer Care at Ignition Group

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 Services Experts. 

Requirements

• Matric
• TL Experience Within the Earthlink space