The Role

The role of the Speech and Interaction Manager is to effectively operate and manage the Speech Analytics platform (CallMiner) already embedded in the Contact Centre to drive improved performance across the operation and generate future return on investment. You will be tasked with proactively generating analysis, providing business assurance that regulatory obligations are being met, and developing reporting maturity within an outbound sales contact centre to enable business effective decision-making and improved sales performance. You will have demonstrable experience of reporting and have a strong knowledge of contact centre technology variables, dynamics and drivers of volume. Given the strategic importance of the speech analytics tool within the Contact Centre, it is important that you have experience of working with a speech analytics tool and in interpreting speech outputs as well.

 

You will be responsible for analysing large data sets and presenting trends to stakeholders to help drive effective strategies into action plans to support wider sales and service goals. Strong stakeholder management, collaborative and people management skills will be essential.

What we're offering you

  • Flexible working hours
  • £1000 per year to spend on professional development
  • Life Insurance to protect your loved ones
  • Pension and salary sacrifice scheme
  • Be Well: A programme to support the wellbeing of all MVFers and their families
  • Company off-sites and holiday incentives (Ibiza is our usual choice of destination!)
  • A plethora of free health & wellbeing clubs that include yoga, pilates football, ultimate frisbee, book club, boxing, personal training, spinning, dine & draw - we have been running these remotely so you can still get involved!

Our Team

The Contact Centre is the beating heart at the centre of MVF, where highly engaged, customer focussed team players work together to connect our clients with top quality potential customers that match their business needs.

We’re on a mission to deliver a world-class customer experience that instils trust in our clients and allows them to build their brands with highly accurate, sales ready customers. The Contact Centre is a key part in enabling our clients continued success.

We’re a collaborative bunch, always working together to optimise our lead generation processes, ensuring that we only connect our clients with the right prospects. This is one of the reasons why MVF has an impressive 96% client retention rate and you can be a part of helping us strive for brilliance.

All our contact centre teams receive world class training that empowers them to provide the very best support to our customers. You’ll know all our products and services inside out and you’ll learn invaluable skills to further your career along the way. You’ll be part of a dynamic working environment that connects with around 2000 customers every day, totalling 500,000 leads generated for our clients every year.

Our daily interactions with product users means that we have an integral role in feeding back information to our marketing and commercial teams, helping them to understand how best to efficiently engage with our customers through the many other channels we utilise as a business.

If you join this team, you’ll have a fantastic opportunity to learn about our global sectors whilst working in one of the highest performing teams for one of the fastest growing companies in the UK.

 

Responsibilities 

  • Effectively lead on the day-to-day management of the Speech platform to maximise ROI and in turn, drive greater efficiencies in the tool whilst ensuring it remains an effective key control for the business
  • Ensure there is robust governance in place to provide assurance that Speech Rules remain fit for purpose, current and accurate.
  • Proactively deliver valuable and relevant insight to various teams, making recommendations and supporting the implementation of improvements to current business practice through sound root cause analysis
  • Engage with all levels of the organisation, often communicating highly complex data and messages in a manageable and consumable way, often to influence senior decision makers
  • Responsible for utilising a range of data input types (telephony data, speech data, workflow data) to analyse and report on performance to agreed standards, as well as building robust data modelling solutions
  • Working closely with stakeholders to proactively identify ways to increase sales performance through trend identification and delivering efficiency initiatives
  • Create reporting through the use of advanced excel/Gsheets, VBA and SQL/SAS
  • Support the business in the best way to use and leverage existing technology such as Call Miner Speech Analytics, Five9, Injixo WFM, Virtual Observer
  • Ability to work flexibly within tight deadlines with demanding stakeholders – effective time management skills is a must. We are looking for an assertive individual who can produce high quality work to tight deadlines

What Success Looks Like 

  • Outbound sales conversion rates improve driven by  insights gathered from Speech Analytics
  • Quality of outbound activity improves using client success metrics and to align against internal Quality Assurance process
  • Automation of Quality Assurance process where possible
  • Speech Analytics deployed across all current activity and processes designed to capture and roll out  new activity/regions

Our Ideal MVFer

  • Significant experience using and managing a speech platform (preferably CallMiner Speech Analytics) ideally within contact centre environment, in a data analysis / customer insight role
  • Advanced Excel/Gsheet skills including advanced use of  Formulas and reporting automation 
  • Understanding and ability to handle large data sources potentially with experience in SQL/ODBC/VBA or similar
  • Excellent analytical skills with the ability to interpret large data sets and identify trends
  • Ability to prioritise / multi-task to deliver timely service, whilst proactively seeking new projects to drive efficiencies
  • Strong stakeholder / relationship management skills
  • Excellent communication & presentation skills – both written and verbal across Gsuite

Our Story

MVF is an award-winning customer generation business supplying some of the world’s leading brands with high volumes of new customers in over 45 countries. In 2020 we were ranked 1st in the UK in the Sunday Times Best Companies to Work For List, and even won a special award for our commitment to our people’s learning and development.  

MVF topped the Sunday Times Tech Track as the fastest growing tech/media company in the UK, and we’ve been winning awards ever since; whether for growth, for excellence in marketing, or for innovation in other fields. At present, MVF is made up of 500+ amazing people in the UK and USA. Our focus on proprietary technology and multi-channel marketing expertise allows clients an unparalleled reach into new markets and channels, delivering engaged customers in real-time to fuel sustainable growth for some of the world’s most ambitious businesses.

We are on a mission to accelerate our clients’ growth by building the world’s most effective marketing platform through a passion for data, relentless innovation and the development of world class teams. We want you to help us get there!

 

Our MVF Values

Company culture is very important to us, and so we’re very proud to have been named the number 1 place to work in the UK in the Sunday Times Best Companies to Work For List 2020. We are constantly looking for ways to make MVF an even better environment for all our people. 

As well as providing a fun and inspiring workplace, we have clear values that inform everything we do; from who we hire, to the work we do, to which businesses we partner with.

We don’t just talk about our values, we live them:

  • Drive to be world class
  • Work smart & deliver fast
  • Love innovation
  • Help others succeed
  • Earn trust
  • Inspire positivity

 

About MVF

MVF is an award-winning customer generation business supplying some of the world’s leading brands with high volumes of new customers in over 45 countries. In 2020 we were ranked 1st in the UK in the Sunday Times Best Companies to Work For List, and even won a special award for our commitment to our people’s learning and development.

We help people navigate complex buying decisions, driving more sales globally than anyone else.  For our customers, this means they can trust our brands again and again to help them buy from suitable clients.  For our clients, this means they rely on us to bring them unrivalled numbers of new customers who are prepared and ready to buy.

We want you to be a part of our success!

If this role sounds like something you would be interested in please apply today.

At MVF, we want to help others succeed.

Diversity, Equity and Inclusion are the foundation for MVF to build, promote and sustain a culture of trust, safety, growth and belonging where everyone can thrive.  Our DEI guiding principles underpin how we build our teams, develop our talent, provide a fair working environment and create an ambitious company that reflects the diversity of our employees, customers, clients and partners, globally. 

At MVF, we encourage the formation of employee led networks in order to bring employees with a shared interest together to advance diversity, equity and inclusion at MVF, whether as a member of a diverse community, or as an ally. We currently have three networks: LEEP (Lived Experience of Ethnic People), LGBTQ+ and Womens Network who all provide support, raise awareness, advance MVF’s DEI approach, commitments and objectives, develop communication, learning programmes and initiatives that lead to greater inclusion and belonging for all MVFers.

We’re committed to providing adjustments to those who may need them during the recruitment process. If you consider yourself someone who may need adjustments, please let your contact in the Talent Team know.

We are diverse by nature, but inclusive by choice.

Apply now

Think Growth.

MVF offers exciting careers, fast progression and a dynamic working environment. Find out if we have your dream job.

MVF careers