Operations Performance Executive

Job Description

This is an exciting new role within the Customer Experience and Operations team and the wider Times & Sunday Times team.

The Team: This role sits within the Customer Experience and Operations team and sits within the Times & Sunday Times team and reports into the Operations Performance Manager. Whilst physical newspapers are still a key part of our business, driving digital subscriptions and revenue will be the key to future success. The customer is at the heart of everything we do and we are committed to creating long term loyal customers through improving customer experience and creating products that meet our customers needs. We use data to understand our customers' behaviours and use this data to inform our business decisions.

Your Role: Our goal is to significantly accelerate our digital subscribers growth and in order to achieve this the outsourced contact centre plays a key role in being at the forefront of customer services, representing the brand in engaging, retaining and acquiring more loyal customers. You will be supporting the Operations Performance Manager in driving all contact centre-related performance output.

You will need to balance competing priorities effectively, supporting to ensure the contact centre has the right tools in place to improve and also to provide valuable first party insight back to the business on why customers are contacting, as well as driving the underlying data for key projects.

You will act as a further link between our third party contact centre and the business, so you will need to share your time between the Head Office in London Bridge and the Contact Centre in Richmond.

Day to day you will:

• Provide administrative support for high profile and cross-team projects, including product price changes, and support with in-project reporting

• Assist in the analysis and driving of retention and acquisition performance across all channels

• Support the operation to ensure they have the right tools, training and information to maximise opportunities

• Support in analysing the impact of performance targets, the retention offer portfolio and commission structures that drive desired behaviours

• Deliver effective briefing and training to managers, agents, and support teams where required on product, content and process changes, including both in-person and digital sessions

• Monitor and report on quality standards adherence across interactions on all channels

• Build a close working relationship with the outsource provider, and support in building a culture of driving performance and supporting their needs in order to achieve targets

• Recommend and support the implementation of innovations that may be improve performance or reduce customer contacting to cancel and churn

• Work closely with the analytics team to make sure we have all the right performance metrics tracked and reported on effectively, and support in measuring the impact of these tools

• Prepare performance data for weekly/monthly/quarterly feedback to the business, and attend quarterly review meetings with external agencies

• Support in developing a retention strategy from its early stages for one of our specialist titles

• Provide UAT support for the development of new products before they go to market

What we’re looking for from you:

• Clear understanding of contact centre operations across multiple channels

• Clear understanding of contact centre systems including CRM, telephony, e-learning

• Creating innovative and creative solutions to overcome customer related issues

• Experience at managing virtual teams and delivering defined projects preferred

• Ability to analyse performance data and identify when deeper insight is required

• Ability to identify key areas that need focus with the ability to develop and implement plans to address

• Ability to measure the effectiveness of each of the tactical and strategic actions implemented

• Ability to analyse customer data and identify areas where an increase data capture, including mobile phone numbers or marketing preference, will enable us to increase our retention activity.