Vendor Ops Performance Lead (SLA & QA)

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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