Bid Data Specialist III
Data Acquisition Remote, United States
Description
Dodge Construction Network (Dodge) is searching for a Bid Data Specialist III to join our team!
This role is responsible for ensuring that our Business Process Outsourcing (BPO) Call and Data Agents are effective in obtaining public project information and company/contact information. This position will monitor calls and the data entered into our systems and provide a formal daily quality audit of the BPO voice and data teams.
This is a full-time position and reports directly to the Public Bid Team Manager.
Preferred Location
This is a remote, home-office based role and candidates located in the continental United States will be considered
Travel Requirements
Expected travel is 5% for this role
Essential Functions
Conduct daily quality audits, via listening to calls and reviewing system data, of trainees and tenured agents to identify areas of improvement
Work with Public Bid Manager and support team to implement remedial measures to ensure quality standards are met
Support and coach new and existing agents and support staff
Identify and create solutions to advance quality and improve the efficiency of the agents and processes, including data analytics, coaching, mentoring, training, etc.
Provide SalesForce oversight to ensure the accountability and timeliness of customer inquiry resolution and assist through direct outgoing support of sources and customers
Enhance agent skills by developing targeted learning exercises that allow agents to practice and improve their skills minimally quarterly or more often, depending on business needs
Provide assistance in identifying the best agent for new hire candidates and approve and reinforce decisions regarding trainee skills assessments validating their competency in the position
Collaborate with the onshore Editorial teams to improve the customer and source experience by further refining processes managed by the BPO
Develop strategies to overcome source objections and issues for the voice and data teams
Coordinate with the Public Bid Manager to test the effectiveness of call scripts, identify training opportunities, and process improvements
Manage a pool of projects and sources that don’t fit well into the BPO process and, in some cases, make calls and or conduct research to obtain high-value content that the BPO was unsuccessful in acquiring
Lead weekly and monthly departmental meetings and quality calibration sessions
Develop relationships with select firms to ensure continued cooperation through BPO calls
Handles vendor questions and challenges by providing insight on best practices and solutions
Provide timely updates to refine further BPO process documentation, including training material ensuring greater accuracy and clarity to improve agent and departmental performance
Education Requirement
High School Diploma or GED
Required Experience, Knowledge and Skills
3+ years of experience in the construction industry; equivalent customer service experience may substitute
3+ years of outbound call experience
Data entry experience
Online research experience
Proficient in all Microsoft areas
Exceptional attention to detail
Excellent written and verbal communication
Excellent reading comprehension
Excellent internet research skills
Able to work effectively in an independent, remote environment
Comfortable working in a fast-paced role/production driven environment
Strong typing skills
Critical thinker and problem solver
Ability and desire to work in a collaborative environment with people from other cultures
Ability and desire to work independently and be accountable for the same
Preferred Experience, Knowledge and Skills
Familiarity with evaluating reports and conducting audits
Experience working with offshore team management
About Dodge Construction Network
Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement.
Dodge is the catalyst for modern construction.
Salary Disclosure
Salary range: $44,000-$54,500
