Telemarketing Campaign Manager

2 months ago

Solihull West Midlands, United Kingdom Your Recruiters Limited Full time

Campaign Manager (Telemarketing) Temp to Perm Contract to start ASAP
00pm Mon Thurs + Fri 8.The Campaign Manager is an integral part of the team, 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. 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.
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 CRM
Group 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. If more specific training needs are highlighted, another session should be booked specific to one telemarketing technique, for example Get Through Close or completion of the CRM.
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 using Microsoft Teams to obtain feedback on the campaign from both parties (this could include feedback on appointments that have been sat, running through the pipeline from the calling, and going through their live dashboard).
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.
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.
Workplan/Work Schedule When campaigns are won, youll be sent a Sales Sheet that youll manually enter the Excel based work plan, each Thursday youll confirm the hours for that week were completed as planned with the trainers and update accordingly. You will then create the following week's work schedule assigning a Telemarketing Agent to each live campaign.
You will be required occasionally to join the Sales Director during off-site visits to both new and existing clients.
You may be required to take selected Telemarketing Agents with you to visit existing clients for reviews and/or additional training.
You will be on hand to assist with invoicing queries from the Office Manager, following management of the Work Plan and any payroll queries with regards to agents bonuses.
You will be on hand to support in some HR related issues like disciplinary hearings and alike.
To take full ownership of the Workplan ensuring the correct hours are implemented for the client using the most appropriate Telemarketing Executives available.
Ensure full communication to the Operations Director where any challenges are appearing within the campaign.
Support and manage the Training Department to ensure both Telemarketer and Trainer are engaged.
Ensure the Training Department are equipped with the necessary tools and guidance to be able to facilitate the clients needs on the sales floor.
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.
Follow all processes and documents to aid set and management of your campaigns
We celebrate diversity and are committed to creating an inclusive environment for all employees.

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