Job Description
Warrington, United Kingdom | Posted on 26/01/2024
GovData Ltd are a fast-growing Procurement Specialists and Bid Management Firm supporting British Firms by assisting them onto Government Frameworks. We are the world’s leading experts in the business of Government and the Public Sector.
Working for GovData is the opportunity to work for the ultimate bid function. We are not your average firm; we go above and beyond for our customers striving to achieve a 100% success rate in everything we do.
We are currently at an exciting stage in our growth strategy meaning any successful applicants will be joining at a very exciting time.
Our Mission Statement is to Make Britain Great Again!
Job Description
GovData Ltd are a tech disruptor and innovator, using AI andMachine Learning to support Britain’s best businesses to win Government andPublic Sector contracts. We are the world’s leading experts in the business ofGovernment and the Public Sector. We aspire to help those companies win, grow,and then export, helping to put the Great Back into Britain, a major challengerequiring huge growth, great skills, and amazing people who are the very bestin their chosen career field. Now, after an 8-figure investment round, we areopening a recruitment round to deal with our additional skills and operationalneeds.
Working for GovData is the opportunity to work for theultimate Experts in Winning, in high pressure, technical and exceptionallycompetitive and regulated markets. We are not your average firm; we go aboveand beyond for our clients striving to achieve a 100% success rate ineverything we do. Our worst performing pre-AI sector remains at 96%. This isnot for the feint hearted or those who like to find a corner to hide in whilstothers do the hard miles.
This is reflected in our selection process, which includesmandatory assessments. A CV does not prove you can do what you claim to be ableto do. If you do not expect to validate yourself and prove you are the rightcandidate through evidence-based assessments and interviewing, please do notapply. We are never persuaded, we are driven by proof, facts, track records andreferences.
We are currently at an exciting stage in our growth strategymeaning any successful applicants couldn’t be joining at a better time. We arelooking for an experienced B2B Outbound Contact Centre Manager to join our teamat our HQ in Warrington. This is a full-time, office based role.
Our Mission Statement is to Make Britain Great Again!
GovData is an excellent place to work with share options,pension scheme, health, and employee benefits for all employees. We are happyto welcome the right candidates who demonstrate the above traits and ifsuccessful will receive a commitment of ongoing training and personaldevelopment, both through our own in-house academy and also our trainingpartners in leading academic institutions such as MIT, Harvard and INSEAD.
About the role:
The Contact Centre Manager is responsible for providingleadership, training and coaching to the Contact Centre team members to helpthem improve their skills and performance and deliver their targets. The idealcandidate will have a strong understanding of Contact Centre teams andleadership abilities to motivate, with testing, training and management. Theywill be able to create and deliver effective coaching, sessions, provideconstructive feedback, leadership and motivate team members to achieve their KPIsand goals.
Your day-to-day duties as the B2B Outbound Contact CentreManager will include:
- Developing and implementing operations strategies, policiesand procedures for the call centre.
- Training, coaching and evaluation call centre staff.
- Setting and monitoring Framework executive goals, qualitystandards and key performance indicators.
- Developing the contact centre's coaching and trainingmaterials, such as digital presentations, how-to manuals, and instructionalvideos as well as one-to-one coaching.
- Develop and deliver coaching programs for new andexperienced team members.
- Observing the daily operations of contact centre employeesand identifying any areas of improvement.
- Liaising with team leaders and managers to conducton-the-job coaching.
- Provide one-on-one coaching to team members to help themimprove their skills and performance.
- Reporting and presenting call centre data, statistics andfeedback to the senior leadership team.
- Measuring the effectiveness of training sessions andpreparing individual or team progress reports.
- Work with team leaders and managers to create a positive andproductive work environment for team members.
- Creating and managing the training budget.
Requirements
As the B2B Outbound Contact Centre Manager you will have:
- Bachelor's degree in customer service, business, or arelated field
- Proven experience as a call centre manager in a B2Benvironment.
- Experience of working with a dialler and other outboundcontact centre technology.
- Strong people leadership, communication, and interpersonalskills.
- Excellent knowledge of call centre operations, systems, andpractices.
- Strong understanding of customer service principles
- Motivational, coaching and leadership experience.
- Excellent communication and interpersonal skills
- Ability to handle difficult customers and situations.
- Excellent knowledge of sales techniques and customer servicebest practices
- Salary range of £35,000 - £40,000 (OTE up to £50,000)depending on experience
- Fun work environment and office, which includes a dogcreche, games room and a diner
- Personal and career growth
- Weekly training to develop your skills
- Company share scheme with annual review of options
- Training Academy & Accredited Training with HarvardBusiness School-Law Division
- Fantastic progressive opportunities for travel globallysupporting Business Growth
- Regular A* social events, concerts, sports events andcorporate events globally