ITV
Viewer Advocacy Operations Manager (Customer Service)
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Workplace: White City, London - 2 days a week in the office
The role
As the Viewer Advocacy Operations Manager, you will serve as the operational bridge between our internal business and our outsourced business process outsourcing (BPO) partners. Sitting on the client side, you are responsible for the day-to-day and week-to-week performance of our vendor teams. Your core mandate is to ensure the vendor consistently meets or exceeds Service Level Agreements (SLAs), quality standards, and customer experience goals.
You will not directly manage frontline agents; instead, you will hold the vendor’s Site Operations Managers accountable, diving deep into weekly metrics, managing real-time deviations, and driving rapid, tactical improvements on the floor.
Main responsibilities
Daily & Weekly Performance Management
- Intraday & Daily Monitoring: Monitor real-time queues, Service Levels, and key metrics (AHT, FCR, Abandonment Rate) across vendor sites to ensure intra-day staffing and performance align with forecasts.
- Weekly Business Reviews (WBRs): Lead weekly performance calls with vendor management and internal teams. Analyse the previous week's performance, identify root causes for target misses, and agree on immediate corrective action plans.
- WFM & Staffing Alignment: Collaborate with Senior Viewer Advocacy Manager and the vendor’s WFM teams to validate short-term volume forecasts, lock in weekly schedules, and manage shrinkage, absenteeism, and attrition risks.
- SLA & KPI Accountability: Enforce adherence to the Statement of Work (SOW). Challenge vendor leadership on performance dips and track execution of their operational recovery plans.
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Quality, Process & Escalations
- Quality Calibration: Partner with internal and vendor Quality Assurance (QA) teams to conduct weekly calibration sessions. Ensure the vendor is grading contacts accurately and delivering effective coaching to their agents.
- Escalation Management: Serve as the primary point of escalation for critical customer incidents, system outages, or critical agent errors generated at the vendor site.
- Tactical Process Improvement: Identify friction points in the agent experience (e.g., clunky tools, outdated knowledge base articles) based on weekly trend analysis and deploy rapid fixes to improve handle times and first-contact resolution.
- Day to Day Operational questions: Fielding day to day operational questions and providing direction to the operation on handling outlier queries.
- Communications & Briefings: Ensure product updates, policy changes, and marketing promotions are effectively communicated to and understood by the vendor’s frontline staff.
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Vendor Relationship Management
- Partnership Dynamics: Build a strong, collaborative, yet accountable relationship with vendor operational leadership. Balance the need for strict SLA enforcement with a supportive partnership approach.
Skills you’ll need (minimum criteria)
- Solid operational experience in a multi-channel contact centre environment, with experience of directly managing BPO/outsourced vendors (either from the client side or as a BPO Operations Manager).
- Strong ability to manipulate and interpret contact centre data using Excel/Google Sheets. Must be able to read an interval report and immediately spot anomalies.
- Proven ability to have difficult performance conversations with external partners and drive them toward immediate action without having direct HR authority over their staff.
Other things we’re looking for (key criteria)
- Urgency & Bias for Action: Thrives in a fast-paced environment where daily performance dictates success.
- Root-Cause Thinker: Doesn't just accept "volume was high" as an excuse; digs into why volume was high and how the vendor responded.
- Resilience: Capable of maintaining focus and keeping calm during unexpected system outages or sudden volume spikes.
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