ITV is hiring an Viewer Advocacy Operations Manager in London, with a hybrid workplace (White City, 2 days in the office). The role bridges client-side operations with outsourced BPO partners to ensure SLAs, quality, and customer experience targets are met.
You will not directly manage frontline agents but will hold vendor Site Operations Managers accountable and drive rapid improvements weekly. Key responsibilities include intraday and daily monitoring of queues and metrics, leading weekly
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Vendor Performance & SLA Lead – Viewer Advocacy Ops employer: ITV
ITV is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of London. As a Data Insights Analyst, you will have access to cutting-edge tools and resources, alongside opportunities for professional growth and development within a leading media organisation. With a focus on employee well-being and a commitment to diversity, ITV provides a rewarding environment where your contributions directly impact audience engagement and content strategy.
