Forecasting Manager
At Tesco, excellent customer service is at the heart of what we do. We’re all about creating value to earn the lifetime loyalty of our customers. So by ensuring we’re listening to and responding to our customers’ needs, we’re making their experience with us that little bit better. Which is where 'Every Little Helps' comes from as it's something we strive to every day – in every area of our business.
We currently have an exciting opportunity to join our team as a Scheduling Analyst. This role can be based in either our Dundee or Cardiff Customer Service Centre.
Job Purpose:-
To develop resource plans and working pattern scenarios based on arrival patters, forecast and skill gap analysis. Ensuring that a balanced service level is achieved across all queues throughout the day and week.
Deliver quality and reliable information to my customers and/or colleagues using Work Force Management.
Main duties include:-
- Making sure that all recruitment shifts are given to the appropriate teams within service level agreements
- Ensuring that Customer Service staff are trained in the appropriate skills
- Ensuring Customer Service staff are in the right place at the right time
- Maintenance and updating of Work Force Management database
Skills required:-
- Customer Service/Contact Centre experience
- Good numerical skills
- Statistical/Analytical skills
- Knowledge of modern Workforce Management systems
If you're interested in joining our team and feel you have what it takes – We’d love to hear from you!
The closing date for application is 20th February 2012
