Forecasting & Planning Analyst

6 month FTC 

Location: flexible / remote

We launched in 2009 with a mission to change energy for the better. Since then, we’ve welcomed over a million members, planted a million trees, and set our sights on helping save the planet.

As a Group, we’re working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time. 

Green energy and technology are great tools to fight the climate crisis with. But it’s people power that will rewrite history.  

So we’re building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help. 

Up for the challenge?

Where in the world of OVO will I be working? 

In this role you will be working across all of the OVO family of brands and multiple departments. It's very far reaching.  These are spread across multiple sites and organisations so you'll need to be able to build and maintain a good network of contacts that help you get your work done.  This role can be remote but at times some travel to our main sites may be required.

What will I be doing?

• Liaise with key internal customers and departments including (but not limited to) GB Domestic, Marketing and Project Managers to ensure all inputs to forecasting and budget models are captured, understood and fed into the forecasting process
• Ensure that all forecasts are delivered on time in line with key internal customers’ timelines in line with the SSE RP Monthly Planning Cycle
• Work with dep’t managers to gather all relevant inputs to optimise the plan and deliver against all KPI’s
• Work with dep’t managers to understand and be able to “walk down” variances to previous budgets and forecasts.
• Work with dep’t managers to ensure that risks are clearly understood and mitigated where appropriate 
• Ensure that tactical intraday forecasts are aligned to the strategic forecasts 
• Utilise best in class methodology and statistical modelling to drive accuracy in forecasts to the agreed levels as defined
• Ensure that forecasts have a tolerance that facilitate effective service delivery and optimise operational expense
• Ensure that forecasting models evolve with business and customer needs and deliver outputs that meet the necessary requirements of a modern high volume Contact Centre and Resource Planning function
• Ensure that all database tables are accurate and updated in a timely manner
• Ensure that “skill plans” are completed in line with monthly forecasts and are in a timely manner, ensuring that agent schedule release dates can be achieved
• Ensure that forecasts are constantly reviewed and monitored up to and including “on the day” to provide the most accurate information available to the Contact Centre Team & WFM to handle resources effectively
• Build and maintain accurate historical records
• Use MI to assess Root Cause and formulate corrective plans and actions with key stakeholders with measures of success defined
• Provide the business with timely status updates on projects and initiatives
• Assist in the development and continuous improvement of current and new MI requirements,
• Ensure that all systems, processes and procedures within the WFM Forecaster remit are fit for purpose, consistently monitored, being handled efficiently and fully utilised
• Continuously develop and learn to become a SME in the areas of, but not limited to WFM, Genesys, Virtual Hold, E-Gain, ORN Chat and other technologies and applications relevant to operations
• Take a proactive approach on all business tasks to support the WFM Management Team 
• Support and guide the wider team to ensure core priorities are consistently delivered
• Support all UK sites in the areas of WFM where required
• Ensure that all processes are mapped and kept up to date to maintain a robust QMS
• Carry out any other tasks or duties as may be set

Is this the job for me? 

Business Knowledge

• Experience of working in a Contact Centre
• Previous experience of working in a WFM environment or a numbers orientated, analytical role.
• Forecasting experience
• Previous experience of handling multiple forecast entities to tight deadlines with detailed variance walk downs and waterfalls
• Knowledge of reports, statistics and the production of Management Information
• A sound understanding of the principles of the WFM planning cycle
• Robust understanding of CC WFM applications as well as the CC and/ or Utilities sectors as a whole

Technical Skills

• Exceptional skills with various software applications such as Microsoft Excel, Word, PowerPoint and Outlook. 
• Strong spreadsheet and database skills are desirable
• Strong mathematical, statistical and analytical skills
• Excellent organisational skills
• Excellent presentation skills
• Time management with ability to handle multiple tasks & deadlines simultaneously
• Excellent verbal and written communication skill

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!