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Colleague Scheduling Team Leader - Glasgow

Role: Colleague Scheduling Team Leader - Glasgow
Company: Tesco Bank
Location: Glasgow

Expiry Date: 24/09/2017

Salary: Not disclosed

We are looking for an inspiring people leader to develop of a culture to support our people plan and the fair treatment of customers. In this role you will be responsible for capturing and understanding the needs of Customer Service Operations for aspects of forecasting demand and resource planning. As well as analising high level business plans, budgets, performance and risks to deliver the best service.

Key Responsibilities: 

  • Delivering all planned services and objectives within budget;
  • Scheduling all media types and appropriate resource allocation work;
  • Monitor, evaluate and enhance shift plans to deliver a service, which the customer is at the heart of;
  • Ensure that all off line activities are managed and coordinated efficiently and balance customer and business requirements;
  • Review, change and optimise the schedule fit to deliver consistent levels of performance for our business;
  • Lead my team to support the change life-cycle for strategic and tactical initiatives;
  • Support my team in administering our contact centre management systems;
  • Lead and manage a team of Analysts to deliver innovative resource solutions;
  • Ensuring inherent risks across my area are adequately managed and be able to evidence safe control in my team;
  • Lead seating planning across Customer Service;
  • Ensure proactive management of annual leave across Customer Service.

What we are looking for: 

  • Operational experience in a planning role (essential);
  • Experience leading a planning or support team (essential);
  • Experience with workforce management and telephony software & tools;
  • Expertise in contact centre forecasting and resource planning;
  • Excellent influencing Skills;
  • Excellent communication and relationship management skills;

Applications Close: COB 24th of September 2017

Apply now.

If you have any questions please email donna.x.rae@tescobank.com

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Steve
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