Real Time Analyst
Tesco Bank
Glasgow
5d ago

Location : Hybrid Working, main office location Glasgow or Newcastle

Hours : Rotational, between the hours of 08.00 20 : 00, one in four weekends

At Tesco our purpose is to help our customers, communities and the planet a little better every day. And at Tesco Bank we aim to give our customers smarter money helps, for everyday life, building on the foundations that have made Tesco a truly great British brand and a success worldwide.

Bringing that success to the financial services industry means attracting the finest talent to our senior and specialist roles, creating a backbone of excellence for our business and offering professionals like you the chance to make a wide-ranging and long-lasting impact in a business that’s breathing new life into the industry.

Tesco Bank are currently recruiting for 2 Real Time Delivery Analysts 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.

Key Responsibilities

  • 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
  • Identifying cost reduction initiatives by maximalising resource options and continuous improvement
  • Analysis of Operation performance against KPI's and SLA's, identifying causes of service failures to support implementation of appropriate remedial actions
  • Provide impact assessment when things don't go to plan and recommend remedial actions
  • Pro-actively support maximisation of annual leave for colleagues
  • Support our colleague promise by effective scheduling and rescheduling where needed
  • Essential

  • 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
  • Call centre planning and scheduling experience
  • Strong decision-making skills
  • Effective communication style, both written and verbal
  • Resilience and ability to work in fast paced team
  • Solutions provider
  • Analytical skills
  • Focused with a high level of accuracy
  • Desirable

  • WF Management and Telephony Systems (Storm & Verint)
  • About us

    We are proud to have an inclusive culture at Tesco Bank where everyone truly fells able to be themselves. At Tesco Bank, we not only celebrate diversity, but recognise the value and opportunity it brings to enable us to help our shoppers manage their money a little better every day.

    We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities.

    We also know the importance of balancing work with life's other commitments. Please talk to us at interview about the flexibility you need, and we'll explore what's possible.

    Wherever your talent lies, you’ll find challenge and reward in equal measure. We’re here to go the extra mile for our customers and we’ll do the same for you.

    It’s simple. As long as you have the ambition, we’ll provide the opportunity for success.

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