Location
White City, London - 2 days a week in the office

Hours
Full time, standard business hours

Salary
Negotiable

About the Role
As the Viewer Advocacy Operations Manager, you will act as the operational bridge between ITV’s internal business and our outsourced business process outsourcing (BPO) partners. Sitting on the client side, you will be 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 by diving deep into weekly metrics, managing real-time deviations, and driving rapid, tactical improvements on the floor.

Main responsibilities include:
- Daily & Weekly Performance Management: Monitor real-time queues, Service Levels, and key metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), and Abandonment Rate across vendor sites to ensure staffing and performance align with forecasts.
- Lead Weekly Business Reviews (WBRs) with vendor management and internal teams to analyse performance, identify root causes for target misses, and agree on corrective action plans.
- Collaborate with Senior Viewer Advocacy Manager and vendor WFM teams to validate short-term volume forecasts, finalise weekly schedules, and manage shrinkage, absenteeism, and attrition risks.
- Enforce adherence to the Statement of Work (SOW), challenge vendor leadership on performance dips, and track execution of operational recovery plans.
- Partner with internal and vendor Quality Assurance teams to conduct weekly calibration sessions, ensuring accurate grading and effective coaching.
- Serve as the primary escalation point for critical customer incidents, system outages, or agent errors at the vendor site.
- Identify friction points in the agent experience and deploy rapid fixes to improve handle times and first-contact resolution.
- Field day-to-day operational questions and provide direction on handling outlier queries.
- Ensure product updates, policy changes, and marketing promotions are effectively communicated and understood by the vendor's frontline staff.
- Build a strong, collaborative, yet accountable relationship with vendor operational leadership, balancing strict SLA enforcement with a supportive partnership approach.

Experience
Solid operational experience in a multi-channel contact centre environment with direct experience 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 or Google Sheets, with the capability to read interval reports and immediately spot anomalies. Proven track record of having difficult performance conversations with external partners and driving immediate action without direct HR authority.

About you
You thrive in a fast-paced environment with a strong sense of urgency and bias for action. You are a root-cause thinker who digs beyond surface explanations to understand underlying issues. You demonstrate resilience, maintaining focus and calm during unexpected system outages or sudden volume spikes. You have excellent communication skills and can build collaborative yet accountable relationships with vendor leadership.

Qualifications
Relevant qualifications are not explicitly stated, but strong operational expertise and data analysis skills are essential. A proactive attitude and ability to manage vendor relationships effectively are critical for success in this role.