Operations Manager

SUMMARY:
-

POSITION INFO:

Campaign Manager – Outbound Telco Sales

CallForce is a prominent Business Process Outsourcing (BPO) organisation known for delivering exceptional outsourced solutions to our clients. We are seeking a highly skilled, client-focused, and results-driven Campaign Manager for our Outbound Telco Sales division. The successful candidate will be responsible for planning, executing, optimising, and managing outbound sales campaigns while maintaining strong client relationships and ensuring consistent delivery against agreed targets.

Key Responsibilities

Campaign Strategy and Planning

• Develop comprehensive outbound campaign strategies aligned with client objectives and industry best practices.
• Define campaign goals, target audiences, and key performance indicators (KPIs).
• Create, manage, and control campaign budgets, forecasts, and timelines.
• Collaborate with internal stakeholders to ensure campaign readiness and scalability.

Client Management

• Act as the primary point of contact for clients, ensuring strong, professional, and transparent relationships.
• Conduct regular campaign performance reviews with clients, including Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Present performance insights, challenges, and optimisation strategies in a clear and professional manner.
• Manage and resolve client queries and escalations effectively, ensuring timely and satisfactory resolutions.

Team Leadership

• Lead and manage team leaders, sales agents, trainers, and support staff to ensure campaign success.
• Ensure regular performance reviews are conducted for team leaders, with constructive feedback and development plans in place.
• Foster a collaborative, accountable, and high-performance culture within the campaign teams.

Campaign Execution and Optimisation

• Oversee the execution of outbound telco sales campaigns, ensuring adherence to scripts, processes, and compliance standards.
• Monitor campaign performance in real time and through historical analysis to drive continuous improvement.
• Implement optimisation strategies to improve conversion rates, productivity, and revenue performance.

Reporting and Analysis

• Generate, analyse, and interpret detailed campaign reports using MS Office tools (Excel, PowerPoint, Word) and internal reporting systems.
• Track KPIs, identify trends, risks, and opportunities, and recommend data-driven improvements.
• Deliver accurate and insightful performance reports to both clients and internal stakeholders.

Compliance, Quality, and Escalation Management

• Ensure all campaign activities comply with regulatory requirements, company policies, and client-specific standards.
• Implement and maintain robust quality assurance and performance monitoring processes.
• Handle escalations related to performance, quality, or compliance professionally and in line with escalation protocols.

Qualifications and Requirements

• Minimum 5+ years’ experience as a Campaign Manager in an outbound telco sales BPO environment.
• Strong client management and stakeholder engagement experience.
• Proven leadership and people management skills.
• High level of proficiency in MS Office (Excel, PowerPoint, Word).
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, presentation, and escalation management skills.
• In-depth knowledge of outbound sales processes, compliance standards, and performance optimisation.

Email CV:  

Why Join CallForce:

Competitive salary and performance-based bonuses.

Opportunities for career advancement within a growing BPO organization.

Collaborative and supportive work environment.

Access to ongoing training and development programs.

Engage with a diverse client portfolio and exciting sales campaigns.