Delivery Lead

About the role

Operational Oversight Manage daily performance across assigned BPO site(s), ensuring delivery against KPIs and SLAs. Monitor real-time metrics and trends to proactively address issues and optimise service levels. Ensure operational consistency and adherence to Dyson's customer experience expectations. Vendor Collaboration Work closely with vendor site leadership and frontline teams to drive accountability and shared success. Support the implementation of new processes, tools, and training to improve agent performance and customer outcomes. Facilitate regular site reviews and feedback loops to maintain high standards. Customer Experience Focus Champion low-effort, high-impact customer interactions across all channels. Identify and escalate systemic issues or opportunities for improvement. Ensure that Dyson's tone of voice and brand values are reflected in every customer interaction. Insight & Escalation Share operational insights and learnings with Dyson's Process, Training, and QA teams to inform future improvements in service design and training content. Flag localised issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution. About you: Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions. Strong understanding of contact centre metrics and operational levers (e.g., CSAT, AHT, FCR). Proven ability to work collaboratively with external partners and internal stakeholders. Detail-oriented with a proactive approach to problem-solving and performance optimisation. Excellent communication skills and ability to influence at multiple levels. Comfortable working in a fast-paced, dynamic environment with a strong focus on customer outcomes. #LI-AC1 Dyson is an equal opportunity employer. We know that great minds don't think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.