📌 Core Information
🔹 Job Title: Senior Campaign Manager - Bedfordview
🔹 Company: PG Group
🔹 Location: Matlala, GT, South Africa
🔹 Job Type: On-site
🔹 Category: Contact Centre & Customer Service
🔹 Date Posted: June 25, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading and managing teams to meet performance targets and deliver excellent customer service
- Driving productivity, quality, and high customer service standards
- Monitoring performance and taking action to improve results
- Recruiting, training, coaching, and developing employees to achieve their full potential
- Staying up to date with contact centre trends and maintaining strong stakeholder relationships
ASSUMPTION: This role requires a balance of leadership, coaching, and analytical skills to drive team performance and customer satisfaction.
📋 Key Responsibilities
✅ Manage and support Team Leaders to meet key performance indicators (KPIs)
✅ Drive productivity, quality, and high customer service standards
✅ Monitor performance and take action to correct issues and improve results
✅ Ensure a smooth, low-effort customer experience across all interactions
✅ Recruit, train, coach, and develop employees to achieve their full potential
✅ Enforce company policies and procedures
✅ Prepare and analyse team performance reports and identify areas for improvement
✅ Stay up to date with contact centre trends and maintain strong stakeholder relationships
✅ Lead and support new projects, changes, and innovation across teams
✅ Drive sales and campaign performance to support business growth
ASSUMPTION: This role involves a mix of strategic planning, hands-on management, and data-driven decision making to achieve team and company goals.
🎯 Required Qualifications
Education: Supervisory Diploma or equivalent qualification
Experience: 5 to 8 years of contact centre experience, including at least 3 years in a leadership role
Required Skills:
- Proficient in Microsoft Office
- Experience with telephony and CRM systems
- Familiarity with industry-specific software and platforms
Preferred Skills:
- Strong background in coaching and staff development
- Knowledge of escalation procedures and customer service standards
ASSUMPTION: Candidates with a proven track record in contact centre leadership and a passion for developing team members will excel in this role.
💰 Compensation & Benefits
Salary Range: The salary range for this role is estimated to be between ZAR 35,000 and ZAR 50,000 per month, based on industry standards for a senior contact centre manager position in South Africa. This estimate takes into account the candidate's experience level and the company's size.
Benefits:
- Medical aid and provident fund contributions
- Employee discounts on PG Group products and services
- Opportunities for career growth and development
Working Hours: This role requires working standard business hours, Monday to Friday, with occasional overtime as needed.
ASSUMPTION: The provided salary range is an estimate and may vary based on the candidate's specific qualifications and experience.
📌 Applicant Insights
🔍 Company Context
Industry: PG Group operates in the glass manufacturing and replacement industry, focusing on auto glass and building glass replacement services.
Company Size: PG Group has 501-1,000 employees, providing a mid-sized company environment with opportunities for growth and development.
Founded: PG Group was founded in 1952 and has since grown to become the leading supplier of auto glass and building glass replacement services in Southern Africa.
Company Description:
- PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa
- The company offers a 24-hour contact centre to serve customers and process insurance claims
- PG Glass fit only genuine Shatterprufe, Safevue, OE glass, Armourplate, LLumar, and PG SmartGlass products
Company Specialties:
- Windscreen Repair and Replacement
- Home Glass Replacement
- Building Glass Replacement
- Smash and Grab Safety Film
- Vehicle Wipers
- Windscreen Chip Repair
- Smash and Grab Film
- Windscreen ADAS Recalibration
- Window Tinting Film
- Autoglass Repair and Replacement
- Chip Repair
- Vehicle Side Glass
- Toughened Glass
- Frameless Showers
- Paint Protection Film
- Architectural Film
- Shower Doors
- Windows
- Doors
- Chip Repair
- Windshield Repair
- ADAS
- and Insurance Claims
Company Website: https://www.pgglass.co.za/
ASSUMPTION: PG Group's extensive industry experience and leading market position provide a stable and promising environment for career growth.
📊 Role Analysis
Career Level: This role is at the senior management level, requiring a high degree of expertise and leadership.
Reporting Structure: The Senior Campaign Manager reports directly to the Contact Centre Manager and oversees Team Leaders and their respective teams.
Work Arrangement: This role requires working on-site at the PG Group headquarters in Bedfordview, Gauteng.
Growth Opportunities:
- Progression to a Contact Centre Manager or similar leadership role within the company
- Expanding skills and expertise in contact centre management and customer service
- Gaining experience in strategic planning and business growth initiatives
ASSUMPTION: Successful candidates will have the opportunity to grow both personally and professionally within the company.
🌍 Location & Work Environment
Office Type: PG Group's headquarters is a modern, professional office environment.
Office Location(s): 18 Skeen Blvd, Bedfordview, Gauteng 2007, South Africa
Geographic Context:
- Bedfordview is a suburb of Johannesburg, South Africa's largest city
- The area offers easy access to major highways and public transportation
- Bedfordview is known for its vibrant business community and diverse cultural scene
Work Schedule: This role follows a standard Monday to Friday workweek, with occasional overtime as needed.
ASSUMPTION: The Bedfordview location provides a convenient and engaging work environment for employees.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with the hiring manager
- Final interview with the senior leadership team
Key Assessment Areas:
- Leadership and management skills
- Problem-solving and analytical abilities
- Customer service mindset
- Adaptability and resilience
Application Tips:
- Highlight relevant experience and achievements in contact centre management and leadership
- Tailor your resume to emphasize skills and qualifications mentioned in the job description
- Prepare for behavioral and situational interview questions focusing on leadership, problem-solving, and customer service scenarios
ATS Keywords: Contact Centre Management, Team Leadership, Customer Service, Performance Monitoring, Sales Strategies, Microsoft Office, Telephony Systems, CRM Systems, Industry-Specific Software, Policy Enforcement, Data Analysis, Stakeholder Relationships, Project Management
ASSUMPTION: Applicants should focus on demonstrating their leadership, management, and customer service skills throughout the application and interview process.
🛠️ Tools & Technologies
- Microsoft Office Suite (Word, Excel, PowerPoint)
- CRM software (e.g., Salesforce, Zendesk, or custom solutions)
- Telephony systems (e.g., Avaya, Cisco, or other VoIP platforms)
- Industry-specific software and platforms (e.g., contact centre management tools, customer service software)
ASSUMPTION: Familiarity with the listed tools and technologies is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Customer Focus
- Integrity
- Respect
- Excellence
- Accountability
Work Style:
- Collaborative and team-oriented
- Results-driven and proactive
- Adaptable and resilient
- Customer-centric and service-oriented
Self-Assessment Questions:
- Do I have a proven track record in contact centre leadership and management?
- Am I comfortable working in a fast-paced, dynamic environment?
- Do I thrive in a collaborative, team-oriented work culture?
ASSUMPTION: Successful candidates will align with PG Group's company values and work style preferences.
⚠️ Potential Challenges
- Managing performance issues and providing constructive feedback to team members
- Balancing the demands of multiple stakeholders, including customers, team members, and senior leadership
- Adapting to changes in company strategy, processes, or technology
- Working in a high-pressure, target-driven environment
ASSUMPTION: Applicants should be prepared to address these potential challenges and demonstrate their ability to thrive in a demanding work environment.
📈 Similar Roles Comparison
- Compared to other senior contact centre management roles, this position places a greater emphasis on driving sales and campaign performance to support business growth
- PG Group's extensive industry experience and leading market position offer unique opportunities for career development and growth
- This role may provide more opportunities for hands-on management and team development compared to other senior management positions
ASSUMPTION: Applicants should consider the unique aspects of this role and how it aligns with their career goals and preferences.
📝 Sample Projects
- Implementing a new customer service initiative to improve customer satisfaction and reduce churn
- Leading a team through a significant process improvement project to enhance efficiency and productivity
- Developing and delivering training programs to upskill team members and improve performance
ASSUMPTION: Applicants should be prepared to discuss their experience with similar projects and how they contributed to successful outcomes.
❓ Key Questions to Ask During Interview
- Can you describe the company's strategic goals for the contact centre in the next 12-24 months, and how this role contributes to achieving them?
- How does the company support the professional development and growth of its contact centre managers?
- Can you provide an example of a time when the company successfully adapted to a significant change in the industry or market?
- How does the company measure and track the performance of its contact centre managers, and what are the key performance indicators (KPIs) for this role?
- What is the company's approach to work-life balance, and how does it support the well-being of its employees?
ASSUMPTION: Applicants should ask thoughtful, insightful questions that demonstrate their interest in the role and the company.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the online application portal
- Tailor your resume to highlight relevant experience and skills mentioned in the job description
- Prepare a cover letter that explains your interest in the role and how your qualifications and experience make you a strong fit
- If applicable, prepare examples or a portfolio showcasing your relevant work and achievements
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
