ITV plc is seeking an Viewer Advocacy Operations Manager to bridge between ITV’s internal teams and outsourced BPO partners. You will oversee day-to-day and weekly performance of vendor teams, ensuring SLAs, quality standards, and customer experience goals are met.
You will not directly manage frontline agents; instead you will hold the vendor’s Site Operations Managers accountable, driving rapid improvements on the floor with weekly metric reviews and action plans.
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Vendor Ops Performance Lead (SLA & QA) employer: ITV plc
ITV plc is an exceptional employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of London. With hybrid working options from the innovative ITV White City, employees benefit from a supportive environment that prioritises professional growth and development, alongside opportunities to engage with diverse content across entertainment and reality genres. Join us to be part of a team that values your insights and empowers you to make a meaningful impact in the world of television.
