Role OVO-View

Team:  LiveOPS (Part of Forecasting & Planning)

Salary banding: £33-£35k

Experience: Mid-level

Working pattern:Full-Time

Reporting to: Brian Smith & John Phillips - LiveOps Managers

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Analytical, Proactive & Adaptable

Top 3 qualities for this role: Ownership, Curiosity & Initiative

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home

Everyone belongs at OVO

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:

We are a small but highly impactful team dedicated to optimising the OVO customer journey. Our focus is on efficiently connecting customers with the right agents to ensure seamless support. As we continue to expand our reach, we are committed to ongoing growth and development.

This role in a nutshell:

The Live Operations Planning Analyst ensures effective in-day contact centre performance, optimising operational capacity to deliver excellent customer experiences. By providing real-time insights, managing short-notice changes, and driving decision-making, they support tactical execution and continuous improvement. This role involves collaboration, impact assessments, and scenario modelling to mitigate service risks and implement better ways of working.

Our current operating window is Mon- Fri 0800 - 1800 & Saturday 0900 - 1700 (Rotational basis)

Your key outcomes will be:

Manage in-day performance, supporting operational activities and handling high-pressure incidents.Quickly identify and resolve customer or contact centre issues, collaborating with Telephony and Incident Management teams.Produce insightful, data-led analysis on in-day performance, clearly communicating the 'why' and 'so what' to stakeholders.Work collaboratively with teams across Operations, Change, and Systems Optimisation, sharing insights and fostering teamwork.Identify risks and opportunities, using data to make informed decisions that optimise service outcomes.Promote continuous improvement, driving innovation and simplifying processes to enhance efficiency.Support service delivery by analysing the plan, exploring available options, and presenting solutions with pros and cons.Prepare concise, actionable reports for stakeholders, applying analytical skills to solve real-time problems.Assist the Live Operations Planning Manager by explaining performance drivers and variances from the plan.Collaborate with operational teams to understand and mitigate risks effectively.Share knowledge within the Planning Analyst group, supporting skills development and peer growth.Build strong stakeholder relationships, providing constructive challenges when necessary.Deliver timely updates on ongoing incidents, ensuring stakeholders are informed.Standardise systems, processes, and procedures across the F&P Team.Take a proactive approach to tasks, supporting the Management Team's objectives.Guide and support the team to consistently achieve core priorities.Maintain up-to-date planning, forecasting, and resourcing models to ensure accuracy and reliability.Perform additional tasks or duties as required by senior management.

Within your first X months month you’ll:

Learn and understand the OVO ways of working across Voice, Chat, Email, Post and Cases.Understand the key business metrics (CiTA, ASA, AHT, Abd%)Learn and understand how to use Genesys & Qstory to drive improved performance.

Systems: Genesys Cloud, Qstory, Google Chat, WFM, Google Sheets, Excel

You’ll be a successful Role Title here at OVO if you…

• A strong analytical background, and confidence in telling a story, backed up by analysis and insightful outputs
• Curious and not afraid to challenge the status quo with service impacting issues
• Strong organisational skills and the ability to prioritise and work to tight deadlines
• Taking the initiative and playing an active role with stakeholders to drive performance
• Excellent system skills and a solid understanding of wider Contact Centre Tools (Genesys / WFM / QStory)
• Confidence to engage, influence and communicate with a wide range of stakeholders including senior leaders
• Motivated and invested in the Live Operations Team, as well as engaged with the broader F&P & Operations Enablements community
• Able to work flexibly across an operation window of 08:00 and 18:00 Monday to Friday and 09:00 and 17:00 on a rotational basis on Saturdays. 
• Energy sector knowledge (desirable)
• Formal training and certifications in Planning or Business Analysis, such as BCS or equivalent (desirable)

Let’s talk about what’s in it for you

We’ll pay you between £33000 and £35000, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

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.  It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, home & tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home  Get up to £400 towards any OVO Energy plan, plus great discounts on smart thermostats and EV chargersFor 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..