Outbound Dialler Analyst

Role OVO-View
Team:
Forecast & Planning
Salary banding: £32,000 - £35,885

Experience:

Expert
Working pattern:
Full-Time with occasional Saturdays
Reporting to:
Outbound Dialler Manager
Sponsorship:
Unfortunately we are unable to offer sponsorship for this role.
This role in 3 words:
Ownership, Detailed & Dynamic
Top 3 qualities for this role:
Deep understanding of Genesys and OFCOM requirements, Great communication skills with an attention to detail
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.
Team working 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’re hiring an analytical and insightful individual to support our operational dialler team. They will be working with data and managing customer interactions. We will use your expertise to ensure we do what's right for our customer in line with the required regulation
This role in a nutshell:
This role will assess, provide insight and support the maintenance and running of all OVO’s diallers, establishing how they are set up and how they perform inday. Maximising your knowledge to flex our resources to support operational outcomes.
Your key outcomes will be:

Responsible for administration, governance and development of multiple cross site campaigns on a Genesys Dialler
An expert in Outbound Governance (OFCOM, ICO, DMA, DPA) and report any data incidents to Senior Stakeholders
Ensuring Dialler downtime is kept to a minimum and faults are reported and investigated using internal and external channels
Completing SLA reports on a daily, weekly and monthly basis within the timescales provided
Driving analytical outputs to provide insight into productivity / financial performance, for campaign Partners, Dialler Manager & Senior Planning Managers.

Within your first 3 months you’ll:

Have developed a deep understanding of the data, MI requirements and stakeholders
Have established a framework for ways of operating our diallers and engagement channels to ensure compliance
Have identified key risks, issues and opportunities across the outbound department
Be known in your business area and by key collaborators as the point of contact for Outbound activity

Systems :
Genesys, CCASS, Tableau , Google applications
You’ll be a successful Outbound Dialler Analyst at OVO if you have…

An appreciation of workforce management systems (IEX, Genesys would be an advantage)

Experience of Genesys outbound diallers
Developer level Microsoft Office skills, in particular Excel, Word and Outlook
Understanding of OFCOM, TPS and DMA Standards

Experience of operating across inbound and outbound real time environments
Attention to detail and accuracy
The ability to prioritise effectively, work to tight deadlines and manage changing priorities
The ability to take initiative and play an active role in change
Excellent verbal and written communication skills as you will use these skills to build strong relationships with your team and key stakeholders
The ability to step back and see the bigger picture and what’s important and relevant
A desire to support and develop self and team through sharing best practice and continuous improvement
Strong influencing abilities
Excellent organisational skills.

Let’s talk about what’s in it for you
We’ll pay you between £32,000 - £35885, 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…