Business Performance Manager

The Reporting, Insight and Performance team, made up of Analysts and Business Performance Managers, provides support, detailed analysis and insight to help continuously improve operational performance. This is an exciting opportunity to become part of this team as a BPM, reporting to a Business Performance Controller.

The role will require self-motivation and a proactive approach while still working as part of team. As a forward looking and restless team, BPM’s upskilling and development is encouraged and supported.

What you’ll do:

• Drive business performance for customer, people and business in the most efficient and effective way and in alignment with the Sales plan
• Carry out deep dives via call listening, Speech Analytics tools and other sources of data to identify problems and support business improvement initiatives and offer solutions
• Working alongside the Reporting and Analysis team to source insight and reporting for all non-trading KPI’s
• Working collaboratively with colleagues in the wider team and across the business to identify opportunity, drive improvement and deliver balanced KPI performance and consistency
• Continuously challenge yourself, the team and our stakeholders to look at ways at creating efficiencies whilst delivering great customer experience and without impacting the numbers or our people/customers
• Develop action plans/solutions with SM’s/HOSO’s to improve performance across any non-trading KPI’s, including our people/customers and highlight risks and opportunities you identify
• Use multiple tools, techniques and resources to help build a picture to tell compelling stories

What you’ll bring:

• Track record of setting ambitious targets and delivering high performance at large scale
• Awareness of end to end, cross channel customer contact centre journeys
• Ability to contribute, influence, persuade, inform and negotiate to HOSO level
• Proven ability to design and deliver action plans, supported by strong governance models, that improve performance
• 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 experience with an understanding of contact centre operations, metrics and tools both quantitative and qualitative
• Experience in all Microsoft Office packages

Customer Service Group:

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards:

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place

• A generous pension package

• Private healthcare

• Discounted mobile and broadband

Where you’ll work:

Any UK Sky Site

Recognised as an ‘Inclusive Top 50 Employer’ and a ‘Times Top 50 Employer for Women’, we’re working hard to ensure we’re a truly inclusive place to work. This means we don’t just look at your CV. We’re more focused on who you are and the potential you’ll bring to Sky. We also know that everyone has a life outside work, so we’re happy to discuss flexible working!

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.