Live Operations Analyst

Job Description

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:

Live Operations is the beating heart of service delivery here at OVO. A clear focus on managing a multichannel operation which all deliver the best outcomes for our customers.

Supporting the delivery with a laser like focus of our CiTA ratings (used to rank performance of energy suppliers across the UK).

As a key element in OVO strategy you will need to be flexible when you work - you must be able to work across an operation window of 08:00 and 20:00 Monday to Friday and 08:00 and 18:00 on a rotational basis on Saturdays. Including on call working out of hours and Bank Holidays (rotational basis).

This role in a nutshell

The Live Operations Analyst is an integral part of the Forecasting & Planning Team owning the execution of the in-day contact centre performance plans. Maximising operational capacity to support customer contacts and deliver the best customer experience, whilst providing operational insight and intelligence to support on the day decisioning. With responsibility to inform, design and facilitate agreed tactics and actions, communicated to internal Stakeholders to deliver the plan and be part of the solution. Whilst also creating new & better ways of operating utilising all available tools, insight, capabilities, and teamwork.

The Live Operation Analyst will collaborate to support in week & in day short notice change initiatives. Conducting impact assessments, prognosis and scenario modelling, identifying options that mitigate impending service impacts.

Your key outcomes will be

• Ownership of managing in-day performance working as part of a team supporting our operational estate which varies from normal day to day running through to periods of high pressured events & incidents.
• React at pace working closely with wider teams to quickly identify customer or contact centre affecting issues and engage support teams including Telephony, Incident Management Teams through to resolution.
• Produce robust, insight led analysis telling the story of in-day performance shared across key stakeholders. Delivering a story in a clear way that includes the 'why' and the 'so what'.
• Proactively identify risks and opportunities across our in-day service position by reviewing data, pulling levers and options available to deliver the best possible outcomes.
• Drive a culture of continuous improvement, innovation & simplification, supporting the team to improve processes and tools to become more efficient.
• Help lead and share our service delivery through understanding the plan and the levers & options available, providing solutions to problems with a pro's & con's analysis using all available tools to their full potential.
• Gather data, analyse and prepare output in a simple and concise way for our stakeholders using analytics skills to find effective solutions to real time problems.
• Work collaboratively across the Planning Analyst working group, sharing knowledge and skills to aid the wider peer development of report writing, presentation skills and overall ongoing development.
• Provide the business with timely status updates on any in day ongoing incidents.
• Support standardisation across the F&P Team, for all systems, processes and procedures.
• Take a proactive approach on all business tasks to support the Management Team.
• Support and guide the wider team to ensure core priorities are consistently delivered.

Within your first 3 months month you'll

• Work to understand how we do things at OVO, getting your head around our estate and how we like to connect with our customers.
• Develope a network of key stakeholder relationships to help drive initiatives and outcomes.
• Completed your structured learning journey to support your wider understanding of the business and how we operate.

Systems

Google office products, Microsoft office products, Genesys telephony routing.

You'll be a successful Live Ops Analyst here at OVO if you...

• Have a strong analytical background, and are confident in telling a story, backed up by analysis and insightful outputs.
• Are curious and not afraid to challenge the status quo with service impacting issues.
• Possess strong organisational skills and the ability to prioritise and work to tight deadlines.
• Enjoy taking the initiative and playing an active role with stakeholders to drive performance.
• Have excellent system skills and a solid understanding of wider Contact Centre Tools (Genesys / WFM / QStory).
• Are able to engage, influence and communicate with a wide range of stakeholders including senior leaders.
• Are motivated and invested in the Live Operations Team, as well as engaged with the broader F&P & Operations Enablements community.
• Are able to work flexibly across an operation window of 08:00 and 20:00 Monday to Friday and 08:00 and 18:00 on a rotational basis on Saturdays. Including on call working out of hours and Bank Holidays (rotation basis)
• Energy sector knowledge (desirable)

Let's talk about what's in it for you

We'll pay you between ??28,310 and ??35,885, depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You'll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO...and there's flex pay. We'll give you 9% Flex Pay on top of your salary - 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here's a taster of what's on offer:

For starters, you'll get 34 days of holiday (including bank holidays).

For your health

With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing

With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle

With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home

Get up to ??400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers

For your commute

Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other's experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We'd be thrilled if you tick off all our boxes, yet we also believe it's just as important we tick off all of yours. And if you think you have most of what we're looking for but not every single thing, go ahead and hit apply. We'd still love to hear from you!

If you have any additional requirements, there's a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.