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Workforce Engagement Systems Team Manager

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Job Description

Role OVO-View

Location: Hub based! Bristol, London or Glasgow. But you have the flexibility to work wherever suits you best during the week.

Team: Operational Readiness and Configuration

Salary banding: £52,000 - £60,000 (depending on experience)

Experience: Expert

Working pattern:Full-Time

Reporting to: John Stanwell Head of Operational Readiness

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Collaborate, Improve, Expert

Top 3 qualities for this role: Organised, Communicator and Workforce Systems Expert

In the words of the team, you'll like this role because….

You’ll have the chance to create a positive experience for your teammates by bringing our systems together, making them easier to use and driving our people engagement.

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:

You'll be part of a wider team that builds, manages and maintains the systems that our people and customers use. We strive to make these simple and efficient, constantly adapting on our journey to a zero carbon world. We work right across the OVO organisation.

This role in a nutshell:

As Team Manager, you'll report to the Head of Operational Readiness and Configuration and be responsible for maximising the investment the business has made in Genesys WFM, QStory and Centrical. As well as developing and maintaining data integrity to the systems and tools, these are integrated with Workday, our learning systems and Salesforce. Your role will be to further develop these integrations to deliver greater efficiency and people engagement through simplification and automation. As a leader you'll need to continually develop your team to utilise any new feature in these platforms. You'll also bring a structure that enables fault monitoring and testing for all systems and changes across the CSO department.

Your key outcomes will be:

  • Seeking opportunities for improvement and efficiency and driving best in class people experiences
  • Acts as a talent multiplier by ensuring a culture of continuous learning and development allowing people to be curious, ask questions and work in a psychologically safe environment
  • Investigating operational needs, resolving problems and contributing to a continual improvement culture.
  • Continuously developing in role to enable full knowledge of Centrical, WFM, Qstory, Workday and OVO Learn and their capabilities
  • Training and mentoring new people in the required platform, ensuring knowledge is at an advanced level for existing features and strong awareness for new releases and impacts on deployment
  • Colloborating with the Genesys Partners, Workday and Centrical technical teams on systems changes and updates ensuring integrated systems are tested and functioning as intended

Within your first 6 months month you’ll:

  • Have created a progression pathway for your team
  • Have supported our wider Operational support team to adopt more functions with Genesys WFM and QStory
  • Be known in your business area and by key collaborators as the expert in your field
  • Have delivered efficiency savings through automation and integration across our systems

Systems:Genesys WFM, QStory , Workday, Learning Systems, Centrical

You’ll be a successful in this role if you…

  • Have proven experience in leading within a contact systems workforce management or optimisation role
  • Have proven experience of working in a numbers orientated, analytical role.
  • Are able to visualize complex data for a senior (director level) audience
  • Have a strong work ethic with a high degree of energy, drive and enthusiasm
  • Are strong at troubleshooting, problem solving and action planning
  • Are comfortable working with minimal direction in a fast-moving environment
  • Are highly personable, with the ability to effectively manage difficult situations
  • Are flexible, adaptable and thoughtful in a fast-paced environment, making accurate decisions under pressure
  • Are a good communicator at all levels and able to build effective relationships quickly with strong presentation skills
  • Are inquisitive and ambitious, always looking to improve performance
  • Are able to make decisions that can impact on performance
  • Self-motivated and target driven
  • Are comfortable working in an Agile approach methodology
  • Have a solid understanding of Genesys WFM and QStory architect processes
  • Are comfortable at juggling multiple things at once! There will be a lot of variety; you’re able to keep on top of it all and are prompt in delivery.

Let’s talk about what’s in it for you

We’ll pay you between £52,000 and £60,000, depending on your specific skills and experience. If your expectations are a little different, let us know!

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 healthWith 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 wellbeingWith 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..

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