Real Time Manager

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 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

About us

We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We strive to build a workforce that reflects our customers, not only here in the UK, but worldwide. In offering many varying working patterns across our business, our aim is to attract a diverse range of applicants from all walks of life. If you’re as passionate as we are about providing the best customer experience, we’d love to hear from you.