Description:
Job Description:
Training & Documentation:
· Train outsourced contact centres and internal teams on company systems, products, processes and campaign nuances.
· Document standard operating procedures (SOPs) and best practices for scalability.
· Provide ongoing support and coaching to enhance operational efficiency.
Campaign Management & Performance:
· Design, plan and segment campaigns.
· Track and optimize performance to ensure consultants meet targets.
· Conduct performance analysis to improve CVM campaigns.
· Develop detailed plans and accurate forecasts for campaigns and promotions.
Stakeholder & Process Alignment:
· Liaise with Finance, Marketing, BI, and Operations to align strategies.
· Identify gaps in operational workflows to enhance efficiency.
· Act as the primary contact for system-related queries, troubleshooting & processes.
Data-Driven Strategy & Analysis:
· Perform subscriber analysis and create business cases to support strategic decisions.
· Engage in churn forum discussions.
· Identify ARPU enhancement opportunities through data analysis.
· Track and report on CVM campaigns to manage the customer lifecycle.
· Present data-driven business case propositions for campaign optimization.
· Implement strategies to enhance customer value, customer experience and retention.
Requirements:
Minimum Requirements:
· National Diploma in Call Centre Management, Marketing Management or a related field. NQF level 6 qualification.
· FAIS and/or RE5 Advantageous.
· Minimum of 3 – 5 years of Contact Centre experience in commercial operations/revenue generating environments and customer engagement initiatives, leveraging data-driven insights for decision-making.
· Experience in campaign performance analysis and forecasting.
· Background in training teams on systems and processes, ensuring operational efficiency and scalability.
· Track record demonstrating strong analytical, operational and business strategy skills.
· Track record demonstrating proficiency in working with large datasets using tools such as advanced Excel & Qlik Sense.
· Track record demonstrating ability to communicate findings effectively, both verbally and visually.
· Track record demonstrating ability to analyse qualitative and quantitative data and use that data to develop an understanding of market & consumer behaviour to recommend an appropriate treatment plan.