Contact Centre Campaign Manager -Umhlanga, SA at Ignition Group

The Role: 

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, analyses individual Sales Experts’ stats, and effectively resolves escalated Sales-related queries.

Could this be you?

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.

We’d love to hear from you if:

• You have a Matric (NQF Level 4)?
• At least 3 years’ experience as a Team Leader within a Sales or Contact Centre environment?
• Complete knowledge of MS Excel, MS Word, e-mail and Internet Explorer?