30 Jan 2018

Permanent Operations Services Manager

Sky – Posted by AdminScotland, United Kingdom

Job Description

We’re part of Europe’s leading entertainment and communications business. With over 22 million customers across five countries, we make life easier by entertaining and connecting people. It’s a genuine team effort. That’s why we want talented people, like you, to join us and help make the future happen.

Our newly formed Commercial Group have responsibility for driving customer value and satisfaction across the UK. Their wide-ranging responsibilities range from developing all of our pricing, packaging and commercial propositions, defining our go-to-market and route-to-market strategy, to monitoring our in-quarter trading and performance.

The perks

As a valued employee of Sky, you’ll benefit from a free Sky Q premium package, an excellent pension scheme and private health care. Plus, there’s a great range of other benefits to fit around your needs too.

Your key responsibilities:

As a member of the Operational Services Team within Sales, you’ll drive all operational KPI’s in a specific site in the most efficient way which ensuring we deliver best in class customer experience:

– Drive operational performance [all non-sales KPI’s] within your site / area of business (sell / save) for customer, people and business in the most efficient and effective way

– Carry out operational deep dives via call listening and using Speech tools supporting business problems and offering solutions.

– Working alongside the Reporting and Analysis team to source insight and reporting for all non- trading KPI’s for your assigned site/HOSO

– Working collaboratively with your on- site Customer Experience consultant and your Commercial colleagues to drive balanced KPI performance and consistency

– Continuously challenge ourselves and our stakeholders looks at ways at creating efficiencies whilst delivering great customer experience and without impacting the numbers or our people/customers

– Distribute and track operational targets within your site at a site, team and agent level

– Share your successes and collaborate with your peers across other sites

– Develop action plans / solutions with SM’s / HOSO’s to improve performance across any non- trading KPI’s, including people and customer and highlight risks and opportunities you identify.

Your skills:

– Senior Stakeholder relationship and management essential

– Ability to multitask and work to tight timescales. Experience in working on several topics simultaneously

– Ability to design and deliver actions plans to improve performance essential

– Strong communication skills to illustrate and articulate performance to key stakeholders.

– Confident presentation skills to different audiences from operational advisors to Heads of site

– Deep understanding of data with the ability to translate this into actionable insights and recommendations

– Commercial knowledge on how all operational KPI’s can impact each other

– Customer and Advisor insights, understanding of contact centre operations and tools, quantitative and qualitative

If you’re ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today

Happy to talk flexible working

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.

If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check

Believe in better

Closing Date: 11-02-2018

To apply for this available Job Vacancy please click Here

How to Apply

You can apply for this available Job Vacancy by clicking the link above.

Job Categories: manager. Job Types: Permanent. Job Tags: Job, Scotland, sky, and Vacancy. Salary: Competitive.

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