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Customer & Colleague Planning Team Leader - Newcastle or Glasgow (12 month fixed term contract)

Role: Customer & Colleague Planning Team Leader (12 month fixed term contract)
Company: Tesco Bank
Location: Glasgow or Newcastle

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. You will be responsible for capturing and understanding the needs of Customer Service for aspects of forecasting demand and resource planning.

Key Responsibilities: 

  • Delivering all planned services and objectives within budget;
  • Forecasting all media types and appropriate resource allocation work;
  • Monitor, evaluate and enhance forecasting and Capacity plans to deliver a service, which the customer and colleague is at the heart of;
  • Review, change and optimise the demand models 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;
  • Support my team in creating and maintain dynamic forecasting models from 15 minutes to 5 years;
  • I lead a specific collection of departments to support Customer Service demand planning.

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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