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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational management capabilities in a multi-channel contact center environment, with expertise in data analysis, vendor management, and performance improvement strategies. Proven ability to lead teams, enforce compliance with service agreements, and enhance agent experience through effective communication and tactical process improvements.
Highest-signal resume keywords
Operational ManagementVendor ManagementData AnalysisRoot-Cause AnalysisPerformance Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact Centre Data AnalysisExcelGoogle SheetsPerformance Metrics MonitoringSOW AdherenceSLA ComplianceKPI TrackingQuality CalibrationOperational Recovery PlanningAnomaly Detection
Soft Skills
CommunicationResilienceUrgencyRelationship BuildingProblem-Solving
Industry Keywords
Multi-Channel Contact CentreBPO OperationsVendor OperationsService LevelsAHTFCRAbandonment RateShrinkage ManagementAbsenteeism ManagementAttrition Risks
About the role
Key responsibilities & impact- Monitor real-time queues, Service Levels, AHT, FCR, and Abandonment Rate across vendor sites
- Lead weekly performance calls with vendor management and internal teams
- Analyse weekly performance, identify root causes, and agree corrective action plans
- Collaborate with Senior Viewer Advocacy Manager and vendor WFM teams on forecasts and schedules
- Manage shrinkage, absenteeism, and attrition risks
- Enforce SOW, SLA, and KPI adherence and track operational recovery plans
- Conduct weekly quality calibration sessions with internal and vendor QA teams
- Manage escalations involving critical customer incidents, system outages, or agent errors
- Identify agent-experience friction points and deploy tactical process improvements
- Field day-to-day operational questions and direct handling of outlier queries
- Communicate product updates, policy changes, and marketing promotions to vendor frontline staff
- Build accountable relationships with vendor operational leadership
Requirements
What you’ll need- Solid operational experience in a multi-channel contact centre environment
- Experience of directly 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/Google Sheets
- Ability to read an interval report and immediately spot anomalies
- Proven ability to have difficult performance conversations with external partners and drive them toward immediate action without direct HR authority over their staff
- Urgency and bias for action in a fast-paced environment
- Root-cause analysis mindset
- Resilience during unexpected system outages or sudden volume spikes
Benefits
Comp & perks- Flexible working with a range of options to suit everyone
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days
- Wide range of opportunities to help you live a balanced and healthy life
- Reasonable adjustments and application support/personalisation available