Live Operations Analyst, OVO

• 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 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)

Desirable

• Reporting to: Live Operations Manager
• 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 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
• Work to understand how we do things at OVO, getting your head around our estate and how we like to connect with our customers
• Developed a network of key stakeholder relationships to help drive initiatives and outcomes
• Seen where we may be able to do things differently and given lots of ideas on how we could be better