Campaign Manager

3 months ago

Johannesburg, South Africa Sanlam Full time

**Who are we?**
- Minimum Qualification Required- Bachelor’s degree in Business, Information Technology, or a related field.
- Minimum Experience- Minimum of 3-5 years of experience in dialer management.
- Deliverables include, but will not be limited to- Dialer Management:

- Oversee the daily operation and configuration of the dialer system to maximize campaign efficiency.
- Manage dialer settings, including pacing, lead prioritization, and call dispositions.
- Ensure compliance with dialing regulations and internal policies.
- Troubleshoot and resolve dialer-related issues promptly.
- Work closely with IT and vendors to ensure optimal dialer performance and system upgrades.

Campaign Management:

- Monitor and analyze campaign performance, including connect rates, conversion rates, and agent productivity.
- Design, implement, and adjust campaign strategies based on real-time data and outcomes.
- Collaborate with stakeholders to define campaign objectives and performance targets.

Agent Performance Monitoring:

- rack agent-level performance metrics, including call volume, talk time, idle time, and conversion rates.
- Provide regular feedback and performance reports to team leads and agents.
- Identify trends and opportunities for training and development to improve agent efficiency.

Reporting & Data Analysis:

- Create and distribute detailed reports on dialer performance, campaign outcomes, and agent KPIs.
- Use data analysis to recommend strategies for improving overall performance.
- Ensure accurate and timely reporting for all relevant stakeholders.

Strategy and Continuous Improvement**:

- Analyze call center operations and develop strategies to enhance performance and productivity.
- Implement optimization techniques to improve key metrics such as customer contact rates, sales conversion rates, and operational efficiency.
- Stay up to date on industry trends and best practices for dialer and campaign management.
- Competencies Required- Proficiency with dialer systems (e.g., Aspect, Five9, Genesys, etc.).
- Advanced skills in Microsoft Excel or data analysis software.
- Familiarity with CRM systems and data integration.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks.

**Knowledge and Skills**
- Drive leads and service targets- Coaching, quality and compliance- Reporting and communication- Management of employees**Personal Attributes**
- Decision quality - Contributing independently- Interpersonal savvy - Contributing independently- Plans and aligns - Contributing independently- Directs work - Contributing independently**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Core Competencies**
- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Drives results - Contributing independently- Collaborates - Contributing independently- Being resilient - Contributing independently**Turnaround time**Our commitment to transformation**

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.

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