Service Delivery Planner - Glasgow, United Kingdom - Tesco Bank

Tesco Bank

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

General information:

Job Title
Service Delivery Planner - 3 month secondment
Ref #
8264
Location
Glasgow
Department
Planning and Change Newcastle 02
Business Area
Planning and Change
Working time
Full-Time
Date Published

Serving our customers, communities, and planet a little better every day
:

Job title:

Real Time Analyst (known as Service Delivery Planner in Tesco Bank)**
Location: Hybrid Working, main office location Glasgow or Newcastle

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

Salary :
£22,000 + benefits

Close date: 12th April,2023

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 maximising 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
Proactively support maximisation of annual leave for colleagues
Support our colleague promise by effective scheduling and rescheduling where needed

What you'll bring

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 decisionmaking skills
Effective communication style, both written and verbal
Resilience and ability to work in fast paced team
Analytical skills
Focused with a high level of accuracy

Desirable

WF Management and Telephony Systems (Storm & Verint)

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Why Tesco Bank?:

We're also a little obsessed with the future. Your future. Our future. That's why we take development seriously; we want to help you thrive and evolve in your career.

Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.

It's important to us that we make sure you're supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself.

The people make Tesco Bank, and we take pride in what we achieve together.

All that hard work? Come and see it turned into something real, usable, and important to customers' and colleagues' everyday lives.

At Tesco Bank, our products make things a little better for everyone.