Forecaster / Intra Day Planner

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!

Hello, 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 working with a team of Forecasting and Intra day planners, part of the wider business support team here at SSE.

You will support your key partners and will work closely with the other Resource Planning Managers in line with the Planning Cycle framework. 

You will build and deliver a forecast taking into account contact volumes, handle times and resource requirements across key lines of SSE Customer Care, to ensure your lines of business are accurately resourced to achieve targets.

You will be encouraged to be proactive and take the lead on change initiatives and projects, marketing campaigns and various business transformation initiatives, working and collaborating with key partners to ensure perfect execution of the plan and the attainment of the agreed service levels.

What will I be doing?

You will collaborate closely with internal and external customers and departments including (but not limited to) SSE Care, to ensure all inputs to forecasting and budget models are gained, understood and fed into the forecasting process. 

All forecasts are to be delivered on time in respect to key internal customers’ timelines in line with the SSE RP Monthly Planning Cycle. 

Collaborate with colleagues to gain all relevant inputs to optimise the plan and deliver against all key goals. 

To lead working sessions that are clear and insightful, to understand and be able to “walk down” variances to previous budgets and forecasts.

Working with partners to ensure that risks are clearly understood and mitigated where appropriate 

Communication and collaboration is key, ensuring that tactical intraday forecasts are aligned to the strategic forecasts.

Your approach to work would be to utilise outstanding methodology and statistical modelling to drive accuracy in forecasts to the agreed levels as defined.Coupled with ensuring that forecasts have a tolerance that facilitate effective service delivery and optimise operational excellence . 

Key responsibilities include: 

• Your opportunity is to ensure forecasting models evolve with business and customer needs and deliver outputs that meet the vital requirements of a modern high volume Contact Centre and Resource Planning function 
• The key will be ensuring forecasts are constantly reviewed and supervised up to and including “on the day” to provide the most accurate information available to the Contact Centre Team & WFM to handle resources effectively. Coupled with building and maintaining accurate historical records. 
• Assist in the development and continuous improvement of current and new MI requirements.Ensuring that all systems, processes and procedures within the Forecaster remit are fit for purpose, consistently supervised, being handled efficiently and fully utilised 
• To continuously develop and learn to become a SME in the areas of, but not limited to WFM, Genesys, AWS, E-Gain, and other emerging technologies and applications relevant to operations.

Is this the job for me? 

Leading by example through exhibiting skills, behaviours and competencies that align with our values and the role 

Ensuring that you work with your manager, on your agreed personal goals, including undertaking training and development that is aligned to your role and supports your progression.

Handling relationships effectively at all levels to ensure clarity & effective two way communication to deliver goals.

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

Working with the forecasting and planning team to handle and control forecasting planning activity, across multiple sites and functional areas, on a long term & real time basis based on customer demand and resource availability.

Conducting Root Cause analysis on missed targets/goals and implement improvement plans to drive performance 

Chipping in to meetings that review performance on a weekly/monthly basis and have actions agreed with partners to deliver improvement 

Ideally you will have: 

• 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 are critical 
• Excellent organisational skills 
• Excellent presentation skills 
• Time management with ability to handle multiple tasks simultaneously
• Excellent verbal and written communication skills 

Behaviours:

• Strong work ethic 
• Customer orientated
• Great teammate
• Proactive, showing high levels of ownership and accountability 
• Highly engaged 
• Proven track record to work to tight deadlines and achieve targets 
• Confident, eloquent with high attention to detail 
• Handle multiple demanding partners 
• Able to work with minimal direction in a lively environment 
• Must be highly personable, with the ability to optimally handle difficult situations 
• Respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure

From us you’ll get*

• An annual discretionary bonus
• 5% matched employer contribution to your pension
• 25 days holiday
• 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!