Campaign Manager
Support Services Group, Philippines

The Campaign Manager functions as a primary point of contact for the client in ensuring the success and growth of the campaign.

Principal Duties/Responsibilities:

• Manage MSA/SOW commitments to ensure SSG is aligned with contractually agreed terms and SLAs.
• Monitor and evaluate KPMs and KPIs and ensure that performance is meeting the client’s expectations by working closely with the supervisors/team leaders/team members/department partners.
• Manage scheduling, forecasting, capacity planning and real-time workforce management.
• Provide progress updates to the client and department leaders (ex. daily, weekly, quarterly, annual) which would include key indicators such as volume trends, call drivers, handle time, and forecast comparisons, staffing trends, as well as other unique behaviors and drivers.
• Provide client support services in accurate and timely fashion.
• Utilize effective problem solving and time management skills in service operations.
• Analyze and resolve service issues promptly.
• Assist in risk assessment and mitigation activities.
• Provide support in new product development and enhancement activities.
• Collaborate with the client and department leaders for campaign improvement needs.
• Drive continuous process improvement to enhance service efficiency and effectiveness.
• Work in compliance with campaign’s policies and procedures.
• Identify, develop, and collaborate new business opportunities with the client and its partners.
• Maintain high level of professionalism and competence in every external and internal client interaction. · Build positive and productive relationships with the clients and the team.
• Other duties / special tasks as assigned

Requirements

Recommended Skills/Abilities:

• Discernment, agility, and proactiveness. A contributor who requires minimum supervision, works with integrity, adapts easily to changing work environments and requirements, and can drive performance to deliver the desired results.
• High level of critical thinking and problem-solving skills.
• Must be able to handle multiple tasks at once and prioritize efficiently.
• Possess excellent data analysis and presentation skills. Is adept in handling data and conducting business performance reviews (ex. monthly, quarterly, annual).
• Highly articulate in both oral and written communication, presentation, persuasion, and negotiation to achieve desired result.
• Performs work accurately in a detail-oriented manner.
• Handle situations and resolutions in the best interest of both the client and company.
• Proactive ability to identify inefficiency in current processes and propose solutions with limited guidance.
• Maintains positive attitude in a changing, fast-paced, goal-driven, and team-oriented environment. · Must have an ability to handle both positive and negative situations.
• Maintains client service levels according to Support Services Group standards.
• Provides prompt, courteous service to all external and internal clients.

Required Experience:

• Minimum of 3 years managerial position in BPO/call center set-up.

Education:

• Degree in Business or related field required.

Job Rewards and Benefits