The Campaign Leader (POC) serves as the primary point of contact for assigned campaigns, ensuring quality and productivity targets are met while keeping all stakeholders aligned. This role manages day-to-day coordination between the client and internal teams (Operations, Quality, and Training), drives calibrations, communicates campaign performance, and ensures campaign goals are clear, understood, and consistently executed especially across multiple simultaneous campaigns.
Key Responsibilities
- 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.
- Success Indicators
- Campaigns consistently meet or exceed quality and productivity targets.
- Calibration results show improved alignment between client expectations and internal scoring
- Smooth execution across multiple campaigns with minimal escalations and clear goal ownership.
- Strong client satisfaction based on responsiveness, clarity, and reliability.
