Operational Performance Improvement Specialist

3 weeks ago

Salford, Salford, United Kingdom TalkTalk Group Full time

Job Summary

We are seeking a highly skilled Operational Performance Improvement Specialist to join our team at TalkTalk Group. As a key member of our organization, you will be responsible for identifying opportunities to improve our operational performance, focusing on the customer experience while driving an efficient operating model.

Key Responsibilities

  • Review customer satisfaction, operational, and supplier metric results on a daily/weekly/monthly basis to identify trends in performance.
  • Produce stakeholder management reports, presentations, and operational direction up to director level.
  • Proactively challenge peers and key stakeholders to reduce cost, improve service, and drive industry-first customer experience.
  • Analyse qualitative and quantitative data to identify performance improvement opportunities.
  • Develop and implement operational change, leading with a continuous improvement methodology across Order Management.
  • Lead virtual and direct teams on implementing operational change.
  • Document current operational processes as part of root cause analysis and input to improvement initiatives.
  • Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps.
  • Develop updates to reflect the status of activities and monitor progress against action plans.

Requirements

  • Experience of people/team management.
  • Proven experience of stakeholder management.
  • Excellent Customer Service Skills.
  • Clear Communication Skills.
  • Ability to present data utilising a variety of communication methods.
  • Excellent analytical skills.

About Us

TalkTalk Group is a dynamic workplace that values diversity and inclusion. We are committed to creating a culture where you can truly be yourself. We are a recognised Top 50 Inclusive Employer in the UK and we want our workplace to reflect the communities and customers we serve.

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