Outbound Dialler Analyst

Role OVO-View

Team: Forecast & Planning

Salary banding: £28,000 - £37,000

Experience: Mid-Level

Working pattern: Full-Time

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 Genesis 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.

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:

Working with data and managing customer interactions, we'll 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:

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

Within your first 3 months month you’ll:

• Have developed a deep understanding of the data, MI requirements and team requirements
• Established a framework for ways of operating our diallers and engagement channels to ensure compliance
• Identify 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: Genesis, CCASS, 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
• An understanding of OFCOM, TPS and DMA Standards
• Experience of operating across inbound and outbound real time environments
• Strong 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 collaborators
• 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 and excellent organisational skills

Let’s talk about what’s in it for you

We’ll pay you between £28,000 and £37,000, 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 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, 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, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on 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..