Telemarketing Campaign Manager

1 month ago

solihull, United Kingdom Your Recruiters Limited Full time

Campaign Manager (Telemarketing) Temp to Perm Contract to start ASAP

Location:Shirley, Solihull (Must live within a 7-mile radius)

Hours of Work: 37.5hrs 8.30am 5.00pm Mon Thurs + Fri 8.00am 3.00pm

Salary:£14.10ph (£27,500pa)

The Role

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. Following KPIs that will be discussed and set alongside the Operations Director.

  • 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 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. During these meetings a selection of call recordings will be played, and constructive feedbackgiven. 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. You will walk the client through an internal briefing document covering all aspects needed to set up the campaign for each campaign you will select the agents, ensuring even distribution.
  • 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, 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.
  • 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 ringsense for the following week on your weekly work plan. Tally this as you complete.


Other

  • 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.

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.
  • Escalate any issues to the Operations Director to coordinate a plan to ensure client satisfaction.
  • Ensure all SLA are followed according to the clients needs or instructions from the Operations Director.
  • Ensure full communication to the Operations Director where any challenges are appearing within the campaign.
  • You will be expected to be able to manage these challenges and expectations independently should the Operations Director be unavailable.
  • 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.
  • Fully understand the campaigns, you are responsible for and know when they are on target and when they are not, know what statistics for your campaigns are, dmc: appointment, Dials: DMC etc.
  • Ensure an issue with your campaigns are flagged to ops director.
  • Follow all processes and documents to aid set and management of your campaigns

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will receive a response. All candidates unsuccessful at the interview stage are provided with thorough feedback.


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