Live Operations Analyst (Energy)

TL;DR

Live Operations Analyst (Energy): Managing in-day contact centre performance plans to maximize operational capacity and customer experience with an accent on real-time decisioning and forecasting. Focus on analyzing in-day performance, mitigating service impacts through scenario modelling, and driving continuous improvement in operational tools.

Location: Hybrid (Must be based in or near Bristol, Glasgow, or London hubs, with at least one day per week in office)

Salary: £28,310 - £35,885

Company

hirify.global is an energy company on a mission to solve the climate crisis through its Plan Zero initiative.

What you will do

• Own the execution of in-day contact centre performance plans to maximize operational capacity.
• Conduct impact assessments and scenario modelling to mitigate impending service impacts.
• Produce insight-led analysis and reporting on in-day performance for key stakeholders.
• Collaborate with Telephony and Incident Management teams to resolve operational issues quickly.
• Drive a culture of continuous improvement by optimizing processes and operational tools.
• Provide real-time status updates and data-driven solutions for ongoing business incidents.

Requirements

• Must be based in the UK; sponsorship is not provided for this role.
• Strong analytical background with the ability to translate complex data into actionable stories.
• Proficiency with Contact Centre Tools such as Genesys, WFM, or QStory.
• Ability to work flexible shifts (Mon-Fri 08:00-20:00, Sat 08:00-18:00) including on-call rotations and Bank Holidays.
• Strong organisational skills and experience working to tight deadlines.
• Ability to influence and communicate effectively with a wide range of stakeholders, including senior leaders.

Nice to have

• Prior knowledge of the energy sector.

Culture & Benefits

• 15% on-target bonus and 9% Flex Pay for pension or cash.
• 34 days of holiday, including bank holidays.
• Healthcare cash plan, private medical insurance, critical illness cover, and life assurance.
• Green benefits including discounts on solar panels, smart thermostats, and EV chargers.
• Inclusive environment featuring 8 Belonging Networks to support diversity.