Customer Service Director

5 days ago

Warrington, Warrington, United Kingdom GovData Ltd Full time
About GovData Ltd

GovData Ltd is 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.

Job Description

We are looking for an experienced B2B Outbound Contact Centre Manager to join our team at our HQ in Warrington. This is a full-time, office-based role.

About the Role

The Contact Centre Manager is responsible for providing leadership, training, and coaching to the Contact Centre team members to help them improve their skills and performance and deliver their targets. The ideal candidate will have a strong understanding of Contact Centre teams and leadership abilities to motivate, with testing, training, and management.

Key Responsibilities
  • Develop and implement operations strategies, policies, and procedures for the call centre.
  • Train, coach, and evaluate call centre staff.
  • Set and monitor Framework executive goals, quality standards, and key performance indicators.
  • Develop the contact centre's coaching and training materials, such as digital presentations, how-to manuals, and instructional videos, as well as one-to-one coaching.
  • Develop and deliver coaching programs for new and experienced team members.
  • Observe the daily operations of contact centre employees and identify any areas of improvement.
  • Liaise with team leaders and managers to conduct on-the-job coaching.
  • Provide one-on-one coaching to team members to help them improve their skills and performance.
  • Report and present call centre data, statistics, and feedback to the senior leadership team.
  • Measure the effectiveness of training sessions and prepare individual or team progress reports.
Requirements

As the B2B Outbound Contact Centre Manager, you will have:

  • Bachelor's degree in customer service, business, or a related field.
  • Proven experience as a call centre manager in a B2B environment.
  • Experience of working with a dialler and other outbound contact centre technology.
  • Excellent knowledge of call centre operations, systems, and practices.
  • Strong understanding of customer service principles.
  • Motivational, coaching, and leadership experience.
  • Excellent knowledge of sales techniques and customer service best practices.
  • Salary range of £35,000 - £40,000 (OTE up to £50,000) depending on experience.
  • Fun work environment and office, which includes a dog creche, 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 Harvard Business School-Law Division.
  • Fantastic progressive opportunities for travel globally supporting Business Growth.
  • Regular A* social events, concerts, sports events, and corporate events globally.

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