Job Description
As the Value Creation Manager, you will be working directly with the Senior Performance and Strategy Managers, supporting the delivery of performance improvement plans & actions across all operations. You'll be responsible for ensuring the operation have the required tools & insights to drive all operational KPIs. Identifying both tactical and longer-term opportunities to support the meeting of targets around value growth and customer retention.,
Focus on building exceptional relationships with the agent and manager populations of the contact centres to ensure that they have an active role in the development of all operational KPIs.
Collecting agent feedback on improvements that can be made to the tools available to support a better user experience and customer experience
Collaborating with the Senior Strategy Managers to track improvements from delivered initiatives.
Supporting the delivery of projects and initiatives that protect and increase value and reduce churn.
Understand key market trends, changing customer requirements, solutions-based approaches and competitor activity
Collecting feedback on market conditions from a variety of sources to ensure that agents will have the offers available to carry out their role.
Work on the commercial roadmap while working with the broader Commercial Team
Assisting the operation with coaching and support mechanisms specifically designed to drive improvements across all operational KPIs.
Support T&D with the roll out of training and development projects or initiatives linked to Value.
Engage and empower everyone to be the best they can be and contribute to business growth
Have strong commercial awareness with the ability to solve business issues impacting the capability of the business to achieve its goals.
Create and deliver various tactical Incentives to drive the required improvements across all KPIs in line with the business objectives and targets, If we feel like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include a 2 stage interview process
Candidate Description
In order to be considered, you must have the following experience;
Contact centre experience within sales or retentions
Highly competent with Excel
Experience with large data sets/ MI reporting (SQL)
Excellent stakeholder management & strong communication skills
Ability to analyse data and provide insights generating operational improvement plan
Employer Description
At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey., We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.
All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.