Viewer Advocacy Operations Manager (Customer Service)

About the role

ITV is hiring a Viewer Advocacy Operations Manager (Customer Service) in White City, London, working two days a week in the office. You will act as the operational bridge between the business and its outsourced BPO partners, holding the vendor's Site Operations Managers accountable for meeting Service Level Agreements, quality standards and customer experience goals. You will not directly manage frontline agents.

Key responsibilities

• Monitor real-time queues, service levels and key metrics (AHT, FCR, abandonment rate) across vendor sites and lead weekly business reviews with vendor management and internal teams
• Validate short-term volume forecasts with the vendor's WFM teams, lock in weekly schedules and manage shrinkage, absenteeism and attrition risks
• Enforce adherence to the Statement of Work, challenge vendor leadership on performance dips and track recovery plans
• Run weekly quality calibration sessions with QA teams and act as the main escalation point for critical customer incidents and system outages
• Identify friction points in the agent experience and deploy rapid fixes, and communicate product updates, policy changes and promotions to the vendor's frontline staff

Required profile

• Solid operational experience in a multi-channel contact centre, with direct experience managing BPO/outsourced vendors from the client side or as a BPO Operations Manager
• Ability to hold difficult performance conversations with external partners and drive immediate action without HR authority over their staff
• Thrives in a fast-paced environment, digs into root causes and stays calm during outages or volume spikes

Required skills

• Strong ability to interpret contact centre data in Excel/Google Sheets and spot anomalies in interval reports
• DBS check required

What we offer

• Salary of £43,000 to £48,000
• Flexible working options
• Generous holiday allowance, annual bonus opportunity and competitive pension contribution
• Opportunity to buy ITV shares, wellbeing and volunteering days