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About the Job

The Campaign Manager is a critical role responsible for both supervising and motivating a team of call center agents in a Lead Generation Campaign, while also ensuring the smooth operation of lead flow, real-time agent support, data integrity, and accurate reporting. This role involves monitoring team performance, providing coaching and training, handling escalations, implementing strategies to improve efficiency and customer satisfaction, and ensuring effective coordination between credit pull agents and closers. The Campaign Operations Lead will also maintain lead hygiene, audit call statuses, and deliver accurate performance updates.

Key Responsibilities:

Team Leadership & Development:

Oversee daily operations of the call center team, ensuring adherence to company policies and procedures.
Track and analyze key performance metrics (e.g., call handling time, customer satisfaction, first-call resolution, production summary, retention metrics, conversion rates).
Provide regular feedback, coaching, and training to team members to enhance their skills and performance.
Address and resolve customer issues that require managerial intervention.
Foster a positive and productive work environment to keep the team motivated.

Campaign Operations & Data Management:

Provide real-time support to agents and manage lead assignments.
Monitor the call transfers channel and ensure accuracy and timely reassignment of leads based on status and agent availability.
Provide backup assistance.
Track dropped or failed transfers and ensure follow-up by agents.
Audit and validate lead statuses in both CRM tools.
Review whether status updates were made after the call and audit leads with incorrect, outdated, or suspicious statuses.
Coordinate findings with QA to support agent coaching and process improvement.

Coordination & Reporting:

Coordinate communication between agents, and leadership.
Monitor attendance of agents involved in transfer campaigns, track daily attendance, and report midday attendance summaries to operations.
Prepare and submit timely reports to support campaign transparency and performance tracking.
Share reports in designated channels (e.g., Reports KPI channel) within the set time frame.
Maintain accurate records of team performance, customer interactions, and issue resolutions.
Work with other departments to ensure seamless service delivery and address customer concerns effectively.
Identify operational inefficiencies and recommend improvements to enhance customer experience.

Qualifications & Requirements:

Experience in similar leadership roles.
Sales experience is a PLUS.
Proven experience in a role focused on lead flow management, data integrity, and reporting within a call center or lead generation environment.

Skills & Competencies:

Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict-resolution skills.
Ability to analyze performance data and implement improvement strategies.
Adaptability to fast-paced and high-pressure environments.
Numbers-driven and can motivate others to do so.
Strong attention to detail and accuracy in data management and reporting.
Proficiency in CRM systems and data analysis tools.

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