Contact Centre Campaign Manager Local at Ignition Group

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.
• Team Leader coaching development plan.
• 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.

Requirements

• Matric
• Contact Centre Team Leader experience.