The Campaign Manager is responsible for leading and managing the day-to-day operations of an international contact centre campaign. This role is accountable for driving operational performance, ensuring service excellence, coaching and developing employees, and maintaining compliance with company and client requirements.
The successful candidate will work closely with the Senior Operations Manager to achieve service level agreements (SLAs), key performance indicators (KPIs), workforce management objectives, and customer experience targets. The role also includes oversight of attendance management, performance improvement initiatives, stakeholder engagement, and support with Industrial Relations processes where required.
The Campaign Manager will be responsible for fostering a high-performance culture, identifying opportunities for continuous improvement, managing operational risks, and ensuring the campaign consistently delivers exceptional results while maintaining employee engagement and operational efficiency.
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Matric / Grade 12 qualification.
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Minimum 2–3 years' experience in a Campaign Manager, Team Leader, or Operations leadership role within a contact centre environment.
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Experience managing international campaigns is advantageous.
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Proven experience in coaching, performance management, and employee development.
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Strong understanding of contact centre operations, KPIs, and service delivery metrics.
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Experience working with Workforce Management (WFM) processes and reporting tools.
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Proficiency in Microsoft Office Suite and Zoho or similar CRM/reporting systems.
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Strong communication, interpersonal, and stakeholder management skills.
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Excellent problem-solving, decision-making, and analytical abilities.
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Ability to work effectively in a fast-paced, target-driven environment.
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Knowledge of labour legislation and Industrial Relations processes is advantageous.
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Demonstrated ability to lead teams, drive performance, and achieve operational targets.
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Opportunity to lead and develop high-performing teams.
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Career growth and advancement opportunities within the business.
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Ongoing leadership, coaching, and professional development.
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Exposure to international campaigns and global client environments.
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Collaborative and supportive work culture.
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Employee recognition and performance-based reward initiatives.
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Opportunity to contribute to strategic operational improvements.
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Work in a dynamic, fast-paced, and people-focused environment.
