Real Time Manager
| Posting date: | 15 March 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive with Excellent Benefits Package |
| Hours: | Full time |
| Closing date: | 29 March 2024 |
| Location: | Dundee, Angus, DD2 3TN |
| Company: | Tesco |
| Job type: | Permanent |
| Job reference: | tesco/TP/1808619/875661 |
Summary
About the role
An opportunity has arisen for a Real Time Manager at our Customer & Colleague Engagement Centre (CCEC). This is a full-time position working 36 hours per week.
The successful candidate will lead our team of Real Time Analysts to manage real time performance for front line colleagues across all global locations, balancing service level requirements against customer experience metrics.
This role is based in our Dundee CCEC - hybrid working - minimum of 2 out of 5 days onsite each week.
There is a requirement to travel to other Tesco offices in the UK and our 3 Tesco Business Solutions (TBS) hubs in Budapest, Waterford and Bangalore as needed.
You will be responsible for
- Leading the RTA Team to manage real time performance for TBS CCECs across all global locations, balancing SLA requirements against Customer/Colleague Experience metrics
- Ensuring the real-time team are aware of the tactics they have available to manage resource on a day to day basis and are knowledgeable on when and how to deploy them
- Supporting my RTA Team in the provision of meaningful performance analysis and champion the recommendations to influence key stakeholders
- Building strong and mutually beneficial relationships with operations teams
- Being an advocate of the role that an effective resource planning function plays in the day to day running of Tesco CCECs
- Representing the Resource Planning team in internal daily/weekly/periodic stakeholder meetings
- Ensuring the administration of changes to WFM, other planning systems and schedules, are accurate and delivered in a timely manner, balancing business needs and priorities
- Driving and championing continuous improvement, learning from the broader industry to create new and innovative planning opportunities
- Creating a culture of growth and development within the RTA Team, supporting colleagues to be curious and brave in their decision making through effective coaching while managing performance and behaviours at an individual level
- Leading my area by delivering specific tasks relative to my individual remit, creating a foundation of success for my team
- Leading by example and supporting my team to follow our Business Code of Conduct and always acting with integrity and due diligence
Key people and teams you will work with in and outside of Tesco:
- CCEC Operations
- CCEC Support Teams
- External Recruitment Agencies
People, budgets and other resources I am accountable for in my job:
- WL1 Real Time Analysts
You will need
Operational skills relevant for this job:
- Strong data literacy
- Communication and influencing skills
- Leadership & People Management skills
Experience relevant for this job:
- Contact Centre experience, ideally in a planning function
- Previous leadership and people management experience
What’s in it for you
We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:
- Annual bonus scheme.
- Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
- Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
- Life Assurance - 5 x contractual pay.
- Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
- Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
Click here to read more about the benefits we have available for our colleagues.
About us
Tesco has become a market leader by doing the little things that really matter for our customers and colleagues.
It’s part of what makes Tesco such a great place to work, and we’re proud to have been accredited as one of Britain’s Top Employers again this year.
We're the UK's number one retailer and we pride ourselves on offering a great shopping experience. We are passionate about our food, merchandise and services and will always try to get things right for our customers.
But did you know we also offer great job opportunities? With stores, distribution centres and offices across the UK, and a vast variety of roles, we are always looking for people who have a hunger to work with customers and colleagues across our exciting business.
We believe in treating each other with respect and giving everyone an equal opportunity to get on. It's our people that make the difference every day - helping us make a difference for our customers
Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details before your agreed start date.
For more information about us please visit www.tescoplc.com
Proud member of the Disability Confident employer scheme