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Job Overview

Department

Contact Centre Operations

Location

Bolton Hybrid

Job Overview

About The Role

At AO, we’re obsessed with data, stats, and numbers. That’s why we’ve got a whole team dedicated to looking at our performance within the contact centre.

We’re looking for someone who shares our passion for data to join us as an Operations Analyst. You’ll need to have previous analytics experience, be super inquisitive and have an eye for spotting places we can improve.

Day-to-day, you’ll be looking at information across customer service, sales, and all other areas of our contact centre. Keeping our customers happy is our biggest priority - so your role will be key in making sure our team is performing at its best.

Here's What You Can Expect To Be Doing

  • Collaborate with teams across the business to analyse, identify and drive improvements in contact centre processes
  • Report on our performance vs proposition, and provide regular updates to our business leaders
  • Set and review budgets for all areas of the contact centre - from staff costs and bonuses, through to the levels of compensation and discounts that are given
  • Constantly be on the lookout for trends and anomalies in our data
  • Translate findings from the data and present solutions in an way that’s easy to understand

A Few Things About You

  • Previous experience in an analytical role
  • An excellent problem solver with a high level of attention to detail
  • Great communication and relationship building skills
  • Previous numerical and Excel experience (either from a degree or previous work experience)
  • A positive can-do attitude

It would also be a bonus if you have experience with SQL / PowerBi, but it’s not essential as we’ll give you all the training you need.

Why Choose AO?

Our people are our superpower, and that’s no accident. We’re looking for everyday heroes who want to learn and help other people achieve. Those glass-half-full-types who have an appetite for a better tomorrow.

With AO, the sky’s the limit. We’ll support you to be the best version of yourself and always drive your career forward.

We keep things simple. We say things like "treat every customer like they’re your gran" and "make decisions your mum would be proud of" because we’re personal and act with integrity - every day in every action.

Our Benefits

We’ve designed our benefits to cover everything from big moments to little helps. As well all as the essentials, like pensions and holidays, we’ve got our own "AO Perks" to help you with the little things that matter.

To see all our benefits and perks, visit our AO Benefits page.

• 25 days holiday (Excluding Bank Holidays)

• At least 5% contribution pension scheme*

• Dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership.

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