Jobs in Tesco for Glasgow – Real Time Analyst

Job Description:

Tesco Bank are currently recruiting for Real Time Analysts / Service Deliver Planners to join our Customer Service Operations team in Glasgow. The successful will be responsible for the day to day management of the customer experience through colleague scheduling, analysis of customer insight / demand and working closely with operational leaders to deliver key objectives. The is a perfect opportunity for an individual with a background in call centre planning and scheduling to join us and make a difference during an exciting period of transformation and growth.

Job Responsibilities:

• Pro-actively support maximisation of annual leave for colleagues
• Identifying cost reduction initiatives by maximising resource options and continuous improvement
• Support our colleague promise by effective scheduling and rescheduling where needed
• Analysis of Operation performance against KPI’s and SLA’s, identifying causes of service failures to support implementation of appropriate remedial actions
• Plan efficient deployment of Telephony and Back Office colleagues to meet customer demand while delivering excellent customer service, balancing the colleague and the business needs
• Analysis of schedule fit and making key decisions regarding resource deployment. Working closely with Operational managers and Heads of Dept. providing solutions and recommendations to achieve the right balance of staff requirements and business needs
• Maintaining and updating related Telephony and Workforce management tools
• Provide impact assessment when things don’t go to plan and recommend remedial actions

Job Requirements:

• Focused with a high level of accuracy
• Effective communication style, both written and verbal
• Solutions provider
• Analytical skills
• Call centre planning and scheduling experience
• Strong decision-making skills
• Extensive knowledge of Excel including how to manipulate large volumes of data and present back to leadership level in a summarised, easy to understand manner
• Resilience and ability to work in fast paced team

Job Details:

Company: Tesco

Vacancy Type: Full Time

Job Location: Glasgow, Scotland, UK

Application Deadline: N/A

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