Junior Call Centre Operations Campaign Manager

7 months ago

Victoria amp Alfred Waterfront, South Africa ICONAF Full time

**JOB SUMMARY**

The Campaigns manager at IconAF is **responsible for,** maintaining all campaign schedules and ensuring the success of every campaign that is assigned to the branch that they are custodians of

The responsibility of the campaign Manager is not exhaustive and may change from time to time as decided by Management.

**Business Responsibility**:
1. Ensure that all systems are functional by logging onto the relevant platforms.

2. Create, check and maintain schedules and ensure that the necessary adjustments are made and communicated;
3. Ensuring that dialable Leads are loaded against all campaigns that are on the schedule for the specific branch or affiliate;
4. Should leads not be loaded then the Campaign Manager must advise the Data department to resolve within the agreed SLA;
5. Awaiting deduped lists

6. Ensure that campaigns are set up within the SLA;
7. Dialler technical issues reported to Dialler Manager to resolve within the SLA;
8. Outstanding cases in the Verification queues are to be escalated to Verifications to resolve within the SLA;
9. Schedule adjustments based on paused campaigns or instances where clients request additional targets or reallocation based on non -performing affiliates and update the schedule based on the aforementioned adjustments;
10. Ensure that affiliates are dialling campaigns at recommended times

11. Should a data issue be identified then escalate to the Data department to resolve within the agreed SLA

12. Should a dialler adjustment be identified then escalate to dialler management to be solved,

13. Check the Daily Production Report each hour and establish problem areas and whether leads are going through to the client. Check report for successes fails and whether there are any issues in production. These problems could be on data, dialer, in production, verifications or systems.

**Daily Functions of an Operational campaign Manager**:
1. At 7:30 am to log into systems Vicidial, Rambo, Statsview, and QC report to check that all systems are operational, and that the dialer is working.

2. Check campaigns schedules for affiliates to ensure that the campaigns listed are being dialed and active.

3. Check that all campaigns listed have sufficient dialable leads.

4. Check the Daily Production Report each hour and establish problem areas and whether leads are going through to the client. Check report for successes fails and whether there are any issues in production. These problems could be on data, dialer, in production, verifications, or systems.

5. If the production side issue question about performance and delivery to the respective affiliates and make sure that each affiliate is in line to achieve the set targets per campaign

6. Check that there is the correct number of agents assigned to each live campaign.

7. Check dialer wait times to ensure they are within the parameters as set out in the manual.

8. Liaise with Head of Production and New Business Director regarding campaigns that are not performing well and will not reach the target to assist with SMS’s before 12:00pm.

9. Check the daily target report which is distributed automatically every hour and check that all main codes as per the schedule are reflected and accounted for in this report and that all limits agreed are in place.

10. Run reports on Vicidial to understand call results and make comments on possible data issues or agent behavior patterns.

11. Call audits specific to disposition reports provided by clients or disposition information extracted from systems such as King Price

12. Communicate on relevant WhatsApp groups focusing on special notifications like pause of campaigns, additional targets where necessary as well as question any anomalies seen in reporting by the various affiliates**.**

13. Identify areas of focus, example scripting, agent calibre, training or briefing specific needs etc.

14. Creation and sending of campaign schedules on a weekly basis updated daily.

**Key Performance Measures**:
1. Investigating

2. Back tracking a life cycle of a lead

3. Investigating with QA

4. Communication with QA

5. Report on agent performance

6. Report on campaign performance

7. Effectively communicate with the team members on campaign changes.

8. COB report

9. Troubleshooting

10. Liaise with the relevant party when there is an issue

11. Spot checks on affiliates and campaigns

12. Monitoring call quality

13. Report back to the manager with issues picked up

14. Relevant communication with branches, including amended schedules

15. Accurate communication with dialler manager

16. Lead balance checking

**Knowledge, Skills, and Abilities**
- Highly analytical and detail-oriented.
- Excellent Excel skills.
- Good Interpersonal skills
- Ability to go the extra mile.
- Ability to monitor and navigate through the different systems.
- Proven track record of managing revenue targets, with a strong desire to consistently overachieve against both personal targets and objective

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