AO Jobs

Job Overview


Contact Centre Operations



Job Overview

About The Role

In our Commercial Operations team, we’re obsessive about our contact centre performance data & stats!

We are looking for someone who shares our passion for data to join us as a Senior Commercial Operations Analyst. You’ll need to have some analysis experience, be inquisitive by nature and passionate about identifying and presenting the most efficient solutions, whilst having the customer’s best interests at the forefront of your mind.

Overseeing the costs of the contact centre will be a huge part of this role - ensuring we come in line with the budget (covering staff costs, compensation, discounts) we set at the beginning of the year.

Here's What You Can Expect To Be Doing

In this role, you’ll be a senior member of our team, working closely with teams across the business to analyse, identify and drive improvements in contact centre processes. You’ll be responsible for owning daily, weekly, and monthly reporting on performance vs our proposition and providing regular updates to stakeholders on a wide range of topics.

Being more experienced than an entry level analyst, we want someone who can spot things in our data without being prompted - present that data in a way that’s easy to understand & suggest actions to drive improvements.

A Few Things About You

We’re looking for someone who has previous analyst based experience & finds numbers exciting - you’ll be problem solving and have a high level of attention to detail.

You’ll have demonstratable numerical and excel experience. This could be from a degree or previous experience as an Analyst. SQL/Power BI is an advantage but not essential as we are happy to train the right individual.

Excellent communication skills are a must as you’ll need to build relationships across the business.

We like to work with a smile and enjoy what we do and a positive "can do" attitude is essential.

A Bit About Us

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).

We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.

Our Benefits

Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you’ll be rewarded inside and outside of work.

  • 25 days holiday - earn more days the longer you’re with us, with the option to buy more too!
  • Carry any leftover annual leave into the next holiday year
  • Staff discount at & discounted gym offers
  • Free on-site breakfast
  • £200 annual attendance bonus
  • Enhanced Maternity, Paternity and Adoption Packages
  • 2x fully paid charity days a year
  • Internal first approach to recruitment - you get first dibs on any new jobs across the business

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

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