Description
The Campaign Lead (POC) serves as the primary point of contact for assigned campaigns, ensuring quality and productivity targets are met while keeping all stakeholders aligned.
Performance Ownership (Quality & Productivity)
- Own day-to-day campaign performance and ensure delivery against productivity and quality targets.
- Monitor operational metrics, identify risks and blockers, and implement corrective actions to maintain goal attainment.
Calibration & Alignment
- Lead calibration sessions to ensure consistent quality interpretation across operations, quality teams, and trainers.
- Drive alignment on guidelines, scorecards, and any policy/standard updates to minimize variance and improve quality consistency.
Client Management & Communication
- Serve as a key point of contact for the client, providing updates on performance, risks, root causes, and action plans.
- Communicate proactively and professionally, ensuring the client has clarity on progress, outcomes, and next steps.
Multi-Campaign Management
- Manage multiple campaigns simultaneously, ensuring goals, scope, and success metrics for each campaign are clearly understood by all stakeholders.
- Prioritize workload effectively to meet deadlines and maintain stable execution across campaigns.
Cross-Functional Collaboration
- Coordinate closely with Operations, Quality, and Training teams to address performance gaps and drive continuous improvement.
- Ensure all stakeholders are informed, aligned, and accountable to campaign requirements and updates.
Required Skills & Qualifications
- Strong communication and stakeholder management skills (client-facing experience preferred)
- Proven ability to manage both quality and productivity performance in an operational setting.
- Experience running or supporting calibrations, aligning standards, and driving consistency across teams.
- Highly organized with the ability to juggle multiple priorities and campaigns.
- Confident in handling escalations, setting expectations, and driving resolution.
- Experience with performance reporting, scorecards, dashboards, and improvement frameworks (e.g., RCA, CAPA).
- Ability to work effectively with operations, quality teams, and trainers in a fast-paced environment.