Operations Analyst

Working pattern

Full-Time, between Monday - Friday 8am - 8pm, Saturday 8am - 6pm, Bank Holidays and On call on rotation, which may include Christmas and New Year

Live Operations Manager

Unfortunately we are unable to offer sponsorship for this role.

Fast Paced, Dynamic, Customer focused

Organisation, Flexibility, Innovation

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

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.

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

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).

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.

• 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…