Job Description

iKhokha is a place where chance takers become change makers.

At iKhokha, we’re made to make it. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest growing Fintech's in Africa we've built a team of global change-makers who want to make an impact. If you believe that you are made to make it, be a chance-taker and help us empower small businesses in South Africa.

Join our dynamic team as a Campaign Manager, where you will play a key role in driving contact centre performance through effective campaign management and dialler optimization. We are looking for a proactive and analytical professional who can maximize campaign results, improve operational efficiency, and support business growth through data-driven decision-making.

So, what will you do?

The Campaign Manager will be required to optimise the telesales dialler strategies and this will be done through lead management analysis and optimisation, work force management and campaign management principals. The ideal candidate will have a strong background in workforce planning, contact centre data reporting and analysis, building campaign and lead management strategies, as well as expertise in managing an end to end dialler platform (Connex) in an outbound telesales environment. This role involves analysing data through the sales funnel to ensure efficiency improvements are seen on an ongoing basis, in the Telesales environment.

In addition to the above, you will:

Workforce Management:

• Develop and implement workforce management strategies to meet operational goals
• Track performance metrics, and provide regular feedback to key stakeholders.

Dialler Management:

• Oversee customer interactions across multiple channels, including:
  • Voice Calls
  • WhatsApp
  • Social Media Messaging
• Administer, configure, and optimise dialler systems to maximize efficiency and productivity
• Monitor dialler performance metrics such as connect rates, agent availability, and campaign effectiveness
• Implement strategies to improve dialler performance, including adjusting dialling algorithms, optimising calling lists, and analysing call outcomes
• Troubleshoot dialler issues and liaise with IT or vendors for resolution
• Perform system testing and support upgrades or new implementations
• Ensure all dialling activities comply with relevant legislation and company policies
• Manage campaign pacing, call blending, and agent allocation
• Monitor queue volumes and service levels for each communication channel
• Implement channel-specific engagement strategies to improve customer experience
• Create AI processes to limit manual interventions
• Experience in API development & Flow integrations.

Lead Management:

• Develop and maintain lead management processes for effective lead working and conversion
• Effective management of various lead campaigns and utilizing sales funnels to identify trends and insights to promote optimisation of various lead sources and campaigns
• Analyse lead data to identify trends, assess lead quality, and optimise lead strategies that are incorporated over all communication platforms such as telephonic, email and WhatsApp
• Collaborate with marketing and sales teams to ensure seamless lead handover and follow-up
• Implement CRM tools and technologies for efficient lead management
• Upload, validate, and manage customer data files
• Segment and prioritize calling lists based on business requirements
• Data Utilization Efficiency

Data Analysis and Reporting:

• Analyse workforce and dialler performance data including campaign effectiveness to identify areas for improvement
• Generate regular reports on key performance indicators (KPIs)
• Creates campaign performance reports for management and provide actionable insights
• Creates ad hoc reports at the request of management
• Agent Productivity reports

Qualifications

• Matric
• University degree / National Diploma in related field, desirable and preferably in data analysis.

Deal Breakers:

• At least 3 to 5 years’ campaign management, workforce management, dialler system administration, and lead management in sales call centre environment.
• Experience using the Connex dialler system is a must have.
• Proficiency in using workforce management software and CRM tools such Hubspot preferable.

Additional Skills & Knowledge:

• Proficient in English and other South African Languages, both written and verbal.
• Strong analytical skills with the ability to interpret data and trends.
• Excellent communication skills.
• Ability to work collaboratively with cross-functional teams.
• Highly proficient with MS Office Suite, specifically excel.

Additional Information

Perks of joining the Tribe? 

• Work in a high-growth company with tangible results you're accountable for.
• Competitive remuneration and benefits, including reduced Gap cover rates. Medical Aid and Group Risk scheme contributions.
• Visionary leadership.
• Seize the opportunity for study leave.
• Access to on-demand learning at your fingertips.
• Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
• If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.

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