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Campaign Operations Leader

2 months ago

Cape Town, Western Cape, South Africa Boomerang Marketing Full time
Job Overview

We are seeking a dynamic Campaign Operations Leader to elevate our energetic contact centre. In this crucial position, you will oversee campaign effectiveness and foster exceptional client relationships while promoting a culture of quality and excellence.

If you possess a passion for leadership and strategic insight, this is an opportunity to nurture a high-performance environment and deliver remarkable customer experiences. Become an integral part of our success narrative.

Key Responsibilities

  • Experience: 5+ years in chat, email, voice, or messaging platforms.
  • Background: 3-5 years in Travel BPO operations, Airline, or OTA Operations (required).
  • Technical Skills: Proficiency in GDS Amadeus and/or Galileo (essential).
  • Education: Matric Certificate (Grade 12).
  • Certifications: Relevant qualifications in contact centre management, customer service, or operations management (e.g., CCMP, CCXP) are beneficial.
  • Management Experience: Proven track record in contact centre or operations management roles.
  • Client Relations: Experience in managing client relationships and ensuring compliance with client standards.
  • Leadership: Exceptional skills in motivating, empowering, and developing teams.
  • People Management: Strong abilities in managing personnel effectively.
  • Operational Delivery: Proven capability in managing client relationships to ensure operational performance meets contractual commitments.
  • Data Proficiency: Expertise in data analysis and interpretation to drive operational enhancements.
Desired Attributes:

  • Curiosity: A strong desire to learn and grow.

Leadership Qualities:
 Ability to inspire others to embrace a shared vision.


Analytical Thinking:
 Capacity to assess situations objectively using first principles.


Entrepreneurial Mindset:
 Determination to achieve results without overthinking.

  • Resilience: Ability to handle criticism and setbacks.
  • Results Orientation: Focused on achieving goals.

Strategic Insight:
 Capability to align business operations with long-term objectives and contribute to strategic planning. Skilled in setting clear goals, planning initiatives, and identifying potential obstacles.

Overall Governance and Service Delivery:

  • Manage stakeholder relations for daily operations.
  • Serve as the primary contact for inter-departmental coordination.
  • Supervise and mentor a team of Team Leaders to ensure productivity targets are met.
  • Plan manpower and allocate resources effectively for peak and off-peak business periods.
  • Ensure adherence to service and quality standards to deliver a premier customer experience.
  • Oversee performance metrics of the Chat team (AHT, FRT, attrition, shrinkage, etc.) and implement corrective measures as needed.
  • Conduct data analysis to uncover opportunities for process improvement.
  • Lead initiatives aimed at enhancing efficiency.
  • Own and manage CSAT/NPS metrics.
  • Oversee a 24/7 contact centre and demonstrate flexibility to meet diverse business needs, including operational support during evenings or weekends as required.
  • Ensure compliance with necessary HR and IR policies and procedures as needed.