Manager - Chat Support

About the role

Refer to you will be responsible for section

You will be responsible for

I lead and motivate my team to deliver operational excellence across all business critical metrics, continually striving to improve efficiency and service through effective communication, colleague engagement, mentoring and development of my team.

In this job, I am accountable for:

Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities:

• Ensuring I understand our Core Purpose and the role I play in delivering this
• Role modelling the Tesco values and leading by example in what I do and how I behave
• Crafting a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day
• Ensure timely and effective resolution of customer concerns as per the defined SLA and KPIs
• Maintain and enforce quality standards for customer interactions by delivering high Customer Satisfaction scores
• Monitor and analyze team performance metrics.
• Supporting my team with complex issue management, liaising with partners on outstanding issues and taking ownership to close issues
• Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations
• Mentoring my team to deliver great service, perform operational transactions to a high standard and continually uplift performance
• Managing team attendance and working in roster shifts to provide required support to team members
• Implement best practices to enhance the overall customer service experience.
• Contribute to the development and execution of customer service strategies and initiatives.
• Holding inspiring everyday conversations with my team, recognizing great performance and encouraging a focus on development and career aspirations
• Supporting the performance of my team, providing structured mentorship, expectations and accountability to improve performance in line with process
• Crafting a fair, transparent and inclusive culture for all colleagues
• Ensuring equal career development opportunities for all colleagues in my team
• Continually developing my skills to be the best I can be in my role

Key people and teams I work with in and outside of Tesco:

People, budgets and other resources I am accountable for in my job:

Store Colleagues

Associate - CEC colleagues

Tesco Customers

Senior Associate - CEC colleagues

CCEC operations colleagues

Lead - Continuous Improvement colleagues

CCEC support colleagues

Vendors

UK Stakeholders

Tesco Technology

Resource Planning

You will need

Operational skills relevant for this job:

Experience relevant for this job:

Customer service orientation

Managing performance

Microsoft Office e.g. Outlook email

Management Experience in BPO preferred in customer space

Communication in English - verbal and written

Contact Centre ways of working

Coaching

People / Team management

Conflict Resolution

Development of People

Planning & Organizing

Operational delivery

Strategic planning

Analysis and Problem Solving

Whats in it for you?

At Tesco, we are committed to providing the best for you.

As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.

Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable.

Salary -

Your fixed pay is the guaranteed pay as per your contract of employment.

Performance Bonus -

Opportunity to earn additional compensation bonus based on performance, paid annually

Leave & Time-off -

Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy.

Making Retirement Tension-FreeSalary -

In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.

Health is Wealth -

Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Ou