Campaign Manager

The Campaign Manager owns the end-to-end performance and delivery of a client campaign within a contact centre or BPO environment. As the primary operational owner, the role ensures commercial targets, service levels, and client expectations are consistently met or exceeded.

Working across client management, operations, workforce planning, and performance analytics, the Campaign Manager translates client strategy into effective operational execution, driving continuous improvement, strong team performance, campaign profitability, and an exceptional customer experience.

• Execute and own the daily campaign operating rhythm, including stand-ups, WBRs, and coaching huddles.
• Monitor performance against targets, identify risks early, and implement rapid course-correction.
• Own end-to-end campaign performance, including lead management, contact strategy, scripting, quality assurance, and CRM data accuracy.
• Recruit, onboard, and develop a resilient, high-performing campaign team.
• Coach agents using data, behavioural insights, and performance diagnostics to improve skill, will, and mindset.
• Drive a culture of accountability, discipline, energy, and ownership across the campaign.

• Lead client performance reviews, reporting, and day-to-day communications.
• Partner with internal support functions (QA, L&D, Workforce Management, Technology) to remove blockers and improve delivery.
• Act as the primary escalation point for campaign-related issues.

• Maintain accurate and up-to-date SOPs, scorecards, and agent play books.
• Collaborate with support teams to test, refine, and implement process and performance improvements.
• Proactively identify campaign risks and develop mitigation and continuity plans.

QUALIFICATIONS/EDUCATION and EXPERIENCE:

• Matric/Equivalent Qualification
• Relevant tertiary qualification in Business Management, Operations, Marketing, Commerce, or a related field - advantageous
• 4+ years' experience in a contact centre or BPO environment, with at least 2-3 years in a campaign, operations, or people leadership role
• Proven experience managing end-to-end campaign performance against SLAs, KPIs, and commercial targets
• Demonstrated ability to lead, coach, and develop high-performing frontline and leadership teams
• Strong exposure to client engagement, performance reporting, and stakeholder management
• Solid understanding of contact centre metrics, workforce planning, QA frameworks, and CRM systems
• Experience driving continuous improvement initiatives and managing performance risk in high-volume environments