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Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
We have an exciting opportunity for a Senior Tactical Planning Manager to join the Head of Live Ops. You'll be part of a highly motivated team who are committed to our internal and external customers and skilled in understanding the intricacies of their discipline. We are responsible for the Contact Centre real-time performance using our tools, skills and knowledge to engage with a wide range of stakeholders and partners to ensure we deliver as strong an in-day performance as possible.


What you'll do:
- Ability to effectively lead a strong team by motivating them towards a clear vision, supporting them in their day to day activities, driving performance and focusing on coaching and development.
- Champion the improvement of real-time monitoring tools with industry leading processes and solutions.
- Proactive management of Exec level teams throughout in day performance, business-impacting issues or real-time situations.
- Proactively agree governance and engagement models for monthly stakeholder reviews on all elements of real-time performance metrics and fault resolution.
- Effectively represent planning at a senior level in projects which would impact the planning directorate.
- Ensure that the team outputs tell compelling stories based on accurate, relevant and consistent data.


What you'll bring:
- Strong sense of urgency/fast-paced, able to prioritise and working to tight deadlines.
- Flexible, reliable and patient.
- Problem solver, with proactive critical response management skills
- Creative and innovative thinking to come up with solutions and ways to improve processes and customer, engineer and business benefits
- Strong communication at all levels
- A strong desire to support and develop those around you


Team Overview:
Customer Service Group
We enable our people to offer the best service in the country by creating epic experiences. Creating communication and learning experiences to support the most important customer and colleague moments across CSG. Most of all, we are an excitable bunch of creative people with specialist skills in five key areas; planning, idea generation, creative development, experiential and events.


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:
Dunfermline
We're just off Forth Road Bridge in a bustling business park 10 minutes from Rosyth train station. If you're not catching the train don't worry: there's plenty of secure onsite parking for cars, motorbikes and bicycles.
You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym, play a game of pool and make use of our handy corner shop.
Application welcome for Livingston too.


Inclusion:
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.


Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.
To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.
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.
#LI-COO