Real Time Performance Manager

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

We’re SSE Energy Services. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living. 

We’re proud to supply energy to millions of homes in the UK. We even offer broadband, boiler and heating cover. Bringing life’s essentials to all corners of the country.

We’re here to keep the UK running, street by street, home by home. Doing our bit to make everyday life easier. Being here for people when they need us most. And making sure every home works brilliantly, no matter what it takes.

But bringing people exceptional service and clever ways to save money, isn’t easy. We need the brightest brains and the best kind of people to help us. 

Think you’ve got what it takes? Get in touch! 

Where in the world of OVO will I be working? 

You’ll be leading the Central Real Time function with Resource planning. You’ll be leading and developing the team to deliver on KPIs across Customer Service & Sales & Retention. You’ll partner with your key stakeholders to manage fluctuations in demand, mobilise resource when required and will work closely with the other Resource Planning Managers in line with the Planning Cycle framework.

What will I be doing?

Management & Leadership

• Leading by example through exhibiting skills, behaviours and competencies that are aligned to our values and the role

• Ensuring that team members receive effective communication, training and development that is aligned to their roles and supports team progression and succession planning

• Managing relationships effectively with key stakeholders at all levels to ensure transparency & effective two way communication to deliver KPI’s

• Ensuring that the Workforce Management tools and applications are being set up, maintained correctly & utilised to the full 

• Taking a macro view of Operations to ensure launches and changes are planned accordingly

• Providing first level support for issues relating to Workforce Management applications

• Delivering detailed and exceptional analysis of performance, risks and opportunities

Real Time Management

• Ensuring clear line of site exists at all times of contact volumes and plan and execute defined strategies to optimise the resource to meet agreed service levels

• Managing and controlling customer facing activity, across multiple sites and functional areas, on a short-term & real time basis based on customer demand and resource availability.

• Ensuring operational resource adherence to plan & the achievement of key performance indicators at a monthly, weekly, daily & interval level.

• Positively and pro-actively optimising resources & skills matrices by developing highly effective multi skill frameworks that facilitate an agile workforce

• Developing, maintaining and invoking contingency plans to mitigate any risks to service across all customer channels (Inbound & Outbound Telephony, chat, email, social media, clerical etc.)

• Co-ordinating the management of incidents, and act as a key point of contact for business stakeholders.

• Calculating and managing daily service delivery targets in order to attain intraday/ daily weekly and/or monthly targets

• Liaising with the operation in relation to issues with performance, adherence and productivity as necessary highlighting issues and concerns and suggesting potential opportunities for improvement

• Conducting Root Cause analysis on missed SLA’s and/ or KPI’s and implement improvement plans to drive performance

• Running and facilitating meetings that review performance on a daily basis and have actions agreed with front line Customer facing teams in a partnering approach.

Is this the job for me? 

• Robust Contact Centre experience at large scale >500 agents, multi-site and multi-channel

• Must be able to evidence experience of successfully leading a Workforce Management or Real Time team within a fast paced, high volume, ever changing environment.

• Robust understanding of Contact Centre Workforce Management applications, including but not limited to Genesys, Amazon Web Services and an overall knowledge of contact routing.

• Confident, articulate with exceptional attention to detail and the ability to manage multiple demanding stakeholders from front line to Head of level

• Customer focused, Team player & proactive with the ability to make things happen (self-starter)

• Proven ability to work to tight deadlines and achieve targets

• High attention to detail with high levels of accuracy

• Able to work with minimal supervision in a high pressured environment

• Able to influence and effectively manage difficult situations

• Must be able to respond quickly in a fast paced environment, making accurate decisions under pressure

• Ability to react in a positive agile manner to short notice requests and change inputs to the planning process

• Strong skills with various software applications such as Google sheets

• Excellent organisational, leadership & delegation skills

• Excellent presentation skills

From us you’ll get*

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits
• 5% matched employer contribution to your pension
• 25 days holiday + 1 for your birthday
• And many more... 

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!