Viewer Advocacy Operations Manager (Customer Service)

Overview

As Viewer Advocacy Operations Manager, you bridge ITV with outsourced vendor partners to safeguard performance, quality, and customer experience. You lead real-time and weekly performance with the aim of meeting SLA targets and improving processes on the floor. You’ll drive rapid, tactical improvements, hold vendor leadership to account, and collaborate with WFM teams to align forecasts and staffing. This role sits within a dynamic, fast-paced environment and offers a meaningful impact on millions of viewers while shaping vendor relationships and operational excellence.

Pay / Benefits

• Flexible working options
• Generous holiday allowance
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - with share purchase option
• Wellbeing and volunteering days

Responsibilities

• Monitor real-time queues, SLAs, and key metrics across vendor sites to ensure staffing aligns with forecasts
• Lead Weekly Business Reviews with vendor management and internal teams; diagnose root causes and agree on corrective actions
• Collaborate with WFM teams to validate short-term volume forecasts and weekly schedules; manage shrinkage and attrition risks
• Enforce adherence to the SOW and challenge vendor leadership on performance dips
• Partner with internal and vendor QA teams for weekly calibration and ensure effective coaching
• Manage escalations for critical incidents, outages, or operator errors
• Identify friction points in the agent experience and deploy rapid process improvements
• Answer day-to-day operational questions and communicate product/policy updates to frontline staff
• Build and maintain a collaborative yet accountable relationship with vendor leadership

Key requirements

• Operational experience in a multi-channel contact centre environment
• Direct experience managing BPO/outsourced vendors (client side or as BPO Ops Manager)
• Strong data manipulation and interpretation skills in Excel/Google Sheets; ability to spot anomalies in interval reports
• Proven ability to hold external partners to account and drive action without HR authority
• strong stakeholder management and communication skills

• Urgency and bias for action
• Root-cause thinking
• Resilience
• Excel/Google Sheets data analysis
• Experience with interval reports and real-time monitoring
• Familiarity with QA processes and calibration

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