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    Senior Performance Manager - Glasgow, United Kingdom - Three UK

    Three UK
    Three UK Glasgow, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description
    Job Description

    What the role is all about...

    Three has 2 fantastic opportunities for a Senior Performance Managers to join our Customer Care team. The purpose of this role is to deliver workstream strategy, understand workstream performance, set direction for the team and partner with other areas of the business to ensure budget objectives are achieved and senior management are assured that our customers and revenues are well protected.

    What you'll be doing...

    • Develops and/or delivers budget plans for own area with guidance from senior colleagues.
    • Takes responsibility for implementing a team's formal development framework with guidance from senior
      colleagues, while informally coaching others throughout the organization in area of expertise.
    • Manage relationships with key internal customers and outsource partners to act as their business partner, while typically using support teams to ensure client satisfaction.
    • Analyses key themes from standard reporting & insight, in order to identify possible impacts on the business.
    • Develops and/or delivers a plan for significant aspects of KPI performance and/or control process.
    • Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements.
    Qualifications

    What you'll ideally bring...

    • Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes.
    • Strong understanding of contact centre operations and managing outsource partners and experience in driving continual improvement in an operational environment
    • Excellent collaborative skills, able to challenge, disrupt and influence senior stakeholders – using insight to lead to revenue opportunities.
    • Demonstration of strong operational thinking and ability to problem solve, being bold in decision making and designing and implementing practical solutions to address them.
    • Engaging communicator with excellent storytelling skills, able to use provided insight to tell a story to stakeholders across the business.

    What you'll receive in return...

    • Competitive annual salary, car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
    • Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
    • 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
    • Private Medical Insurance, Life Assurance and Income Protection
    • Free mobile phone package & unlimited sim-card
    • .... Plus lots more including wellbeing and learning & development
    Additional Information

    -

    Our people make us who we are. We're a diverse and inclusive bunch, and it's important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

    At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

    Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

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