Campaign Manager

Join our dynamic team as a Campaign Manager, where you will play a key role in driving contact centre performance through effective campaign management and dialler optimization. We are looking for a proactive and analytical professional who can maximize campaign results, improve operational efficiency, and support business growth through data-driven decision-making.So, what will you do? The Campaign Manager will be required to optimise the telesales dialler strategies and this will be done through lead management analysis and optimisation, work force management and campaign management principals. The ideal candidate will have a strong background in workforce planning, contact centre data reporting and analysis, building campaign and lead management strategies, as well as expertise in managing an end to end dialler platform (Connex) in an outbound telesales environment. This role involves analysing data through the sales funnel to ensure efficiency improvements are seen on an ongoing basis, in the Telesales environment.In addition to the above, you will: Workforce Management: Develop and implement workforce management strategies to meet operational goalsTrack performance metrics, and provide regular feedback to key stakeholders.Dialler Management: Oversee customer interactions across multiple channels, including:Voice CallsWhatsAppSocial Media MessagingAdminister, configure, and optimise dialler systems to maximize efficiency and productivityMonitor dialler performance metrics such as connect rates, agent availability, and campaign effectivenessImplement strategies to improve dialler performance, including adjusting dialling algorithms, optimising calling lists, and analysing call outcomesTroubleshoot dialler issues and liaise with IT or vendors for resolutionPerform system testing and support upgrades or new implementationsEnsure all dialling activities comply with relevant legislation and company policiesManage campaign pacing, call blending, and agent allocationMonitor queue volumes and service levels for each communication channelImplement channel-specific engagement strategies to improve customer experienceCreate AI processes to limit manual interventionsExperience in API development & Flow integrations.Lead Management:Develop and maintain lead management processes for effective lead working and conversionEffective management of various lead campaigns and utilizing sales funnels to identify trends and insights to promote optimisation of various lead sources and campaignsAnalyse lead data to identify trends, assess lead quality, and optimise lead strategies that are incorporated over all communication platforms such as telephonic, email and WhatsAppCollaborate with marketing and sales teams to ensure seamless lead handover and follow-upImplement CRM tools and technologies for efficient lead managementUpload, validate, and manage customer data filesSegment and prioritize calling lists based on business requirementsData Utilization EfficiencyData Analysis and Reporting: Analyse workforce and dialler performance data including campaign effectiveness to identify areas for improvementGenerate regular reports on key performance indicators (KPIs)Creates campaign performance reports for  management and provide actionable insightsCreates ad hoc reports at the request of managementAgent Productivity reports