Advert The Campaign Manager is an integral part of our clients business, you will be responsible for being the 'bridge' between clients and the sales floor.
Using your skills and expertise to encourage the Training Department to facilitate the targets for the clients.
Following KPIs that will be discussed and set alongside the Operations Director.Job Title: Campaign ManagerLocation: SolihullSalary: £27,500 per annumJob type: Full time, PermanentWorking Hours: 37.75hrs per weekBenefits: Free parking32 days holiday (including bank holidays)Work flexibility - We offer our full-time employees the option of being involved in our 9 day fortnight.
Meaning that by compressing fortnightly hours certain employees gain every 2nd Friday off without affecting pay or using any holiday.commission scheme Below is a more detailed description of your daily/weekly responsibilities:Daily Daily meetings with Trainer, Ops Director and Client Liaison Manager – These are to review training documents and previous results to identify both specific agents and/or campaigns that require targeted support each day.
Review Warms and Hots set up for each caller/Campaign for that day and understand if these are where they should be at (min 15 per day set up to call)Floor Training/Elbow Coaching – Following the daily meeting you will be involved in the actions agreed, which includes sitting with agents and completing the relevant training documents to ensure the agent is hitting required achievements both from a call delivery point of view and usage of Five CRMGroup Sessions/Training – Campaigns are earmarked for ongoing or ad hoc 'Group Sessions' where all telemarketers briefed on a campaign will join in a call listening session, which you can manage and facilitate.
During these meetings a selection of call recordings will be played, and constructive feedback given.Regular communication with clients - Building strong relationships with their key contacts giving them peace of mind they are in safe hands by responding promptly to Emails or inbound calls, resolving any queries or questions, monitoring their campaigns KPIs so constructive feedback can be given and attending a weekly/fortnightly catch up call Via Microsoft Teams to obtain feedback on the campaign from both parties.Assisting with the listening to and scoring of call recordings on Ring Sense – these feed into reports that can help highlight training needs across the company, a specific agent or campaign.
Weekly Onboarding of new clients – This includes an initial training session where, accompanied by the selected Trainer or Ops Director or Client Liaison Manager, you will educate yourself on the product and/or service offering to be able to set up the campaign in a productive manner.Weekly Meeting with the Operations Director – This is to provide updates on all live campaigns, so the Senior Management are aware of any existing challenges or additional sales opportunities they can support with.
Prepare and Present the Star of the Week award – This is given to 3 staff who have performed well, a top achiever based on % achieved and then two of your choice who have impressed, selected at the end of each week and presented after lunch on a Monday.
Workplan/Work Schedule – When campaigns are won, you'll be sent a Sales Sheet that you'll manually enter the Excel based work plan, each Thursday you'll confirm the hours for that week were completed as planned with the trainers and update accordingly.Following completion of the Work Schedule you will meet with the Trainers to ensure a plan of action is agreed for the upcoming week and that all new campaigns are set up and ready to proceed.
Record how many calls for each agent you are going to listen to and score on ring sense for the following week on your weekly work plan.
Tally this as you complete.
Expectations To take full ownership of the 'Workplan' ensuring the correct hours are implemented for the client using the most appropriate Telemarketing Executives available.Ensure that any adjustments to the workplan are made in a timely fashion, possibly at short notice to be able to accommodate last minute absence, challenges within the campaign or the needs of the client.To ensure all SLA are followed according to the clients needs or instructions from the Operations Director.To ensure the Training Department are equipped with the necessary tools and guidance to be able to facilitate the clients' needs on the sales floor.To facilitate and utilise the correct methods to oversee the Training Department are completing their work to the expected standards and following all policies and procedures.To ensure an issue with your campaigns are flagged to ops director.To follow all processes and documents to aid set and management of your campaigns If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, we would love to hear from you!
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