Service Delivery Planner (Real Time Planner)
Ref #: 9160
Location: Newcastle
Department: IMS - Service Delivery - NCL
Business Area: Customer Service
Working time: Full-Time
Date Published: 21-11-2024
Closing date: 15th January 2025
Serving our customers, communities, and planet a little better every day.
Salary: Starting from £22K + Benefits
Location: Glasgow or Newcastle (Hybrid Working)
Shift: 36 hours. Rotational, between the hours of 07.45 – 20:15pm, one in four weekends (Saturday or Sunday 08:45 – 14:15pm)
The Opportunity
We’re currently recruiting for a Service Delivery Planner (Real Time Planner) to join our Customer Service Operations team in Newcastle or Glasgow on a permanent basis. You’ll 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 Role
1. Planning efficient deployment of Telephony and Back Office Colleagues to meet customer demand while delivering excellent customer service, balancing the colleague and the business needs.
2. Analysis of schedule fit and making key decisions regarding resource deployment.
3. Maintaining and updating related Telephony and Workforce management tools.
4. Identifying cost reduction initiatives by maximising resource options and continuous improvement.
5. Analysis of Operation performance against KPI's and SLA's, identifying causes of service failures to support implementation of appropriate remedial actions.
6. Providing impact assessment when things don't go to plan and recommend remedial actions.
7. Pro-actively support maximisation of annual leave for colleagues.
8. Supporting our colleague promise by effective scheduling and rescheduling where needed.
We need you to have
1. Extensive knowledge of MS Excel, including how to manipulate large volumes of data and present back to leadership level in a summarised, easy to understand manner.
2. Call centre planning and scheduling experience.
3. Effective communication style, both written and verbal.
4. Resilience and ability to work in fast-paced team.
5. Analytical skills.
6. Focused with a high level of accuracy.
And if you have any of these, even better
WF Management and Telephony Systems (Storm & Verint) experience.
What’s in it for you?
1. Prepare for your retirement with our colleague pension scheme.
2. Virtual GP Service for you and your family 365 days a year.
3. Performance related annual bonus.
4. Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
5. Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday (worth up to £2K).
6. Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
7. A place to get on - take advantage of our ongoing learning opportunities and award-winning training.
8. Take part in our Buy as you Earn and Save as you Earn share schemes.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves at Tesco Bank. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique.
How to apply
If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!
#J-18808-Ljbffr