Real Time Analyst
| Posting date: | 30 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive with Excellent Benefits Package |
| Hours: | Full time |
| Closing date: | 13 June 2024 |
| Location: | Dundee, Angus, DD2 3TN |
| Company: | Tesco |
| Job type: | Permanent |
| Job reference: | tesco/TP/1808619/887652 |
Summary
About the role
An opportunity has arisen for a Real Time Analyst at our Dundee Customer & Colleague Engagement Centre (CCEC). This is a full-time position working 36 hours per week over the following shift pattern.
Monday to Friday 14:30-23:00 - 1 in 2 Saturday working - Sunday day off and rota day off when working Saturday.
The successful candidate will deliver real time management of operational performance across functions and channels for the CCECs, balancing service levels against experience metrics.
This role is based in our Dundee CCEC - blended working - minimum of 2 out of 5 days working onsite in the Dundee office each week.
You will be responsible for
- Real time management of Service Levels across function and channel for all TBS CEC sites globally, balancing SLAs against experience metrics
- Providing meaningful analysis of performance to understand impacts and provide clear recommendations
- Creating, running and analysing resource reports to provide data led insight to key stakeholders
- Maintaining my knowledge about the actions I can take to support delivery of the plan and when I can act on these, implementing with expertise and accuracy
- Identifying potential impacts to the overall Resource Plan and ensuring I provide feedback to key stakeholders
- Working with the wider resource team to mitigate recurring impacts to the plan, playing my part in continually striving to deliver for colleagues, customers and the wider business
- Providing flexibility to the ever-changing demands within the Resource Planning Team to deliver best outcomes for colleagues and customers
- Constantly driving myself to improve individually while identifying opportunities to evolve department processes, sharing knowledge and opportunities with all teams in the department
- Be an advocate of the role that an effective resource planning function plays in the day to day running of Tesco CECs
- Following 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
You will need
Operational skills relevant for this job:
- Data manipulation & analysis
- Collaboration skills
- Communication & influencing skills
Experience relevant for this job:
- Contact Centre experience
You will receive an email confirmation once your application has been submitted successfully.
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