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About the role
- - Maintaining the accuracy of all information held within Workforce Management and planning systems
- - Providing accurate schedules for all TBS CCEC front line colleagues across all global locations while adhering to agreed processes and planning principals
- -Maintaining VMOs to enable relevant stakeholders to make key staffing decisions – now and for the future.
- -Ensure any forecast updates are updated, in a timely and efficient manner, in both VMOs and our Work Force Management system
- -Creating long, mid and short-term plans down to intra-day level for each area and contact type.
- - Maintaining the forecast and FTE requirement plans for each area and contact type with historical and current information and distribute to the wider Resource Planning
- department.
- - Administering and implementing changes to WFM, schedules and other planning systems in an accurate and in a timely manner, while balancing business needs and
- current priorities
- - Building & Analysis of schedules, capacity, shrinkage and investment across current and future schedules to help identify opportunities to improve overall efficiency and therefore provide a more effective service for our colleagues and customers
- -delivering to agreed CEC SLA and KPIs, operating at optimal headcount to deliver the SLAs.
- - Demonstrating both strategic and tactical flexibility that enables me to deliver the best outcome for colleagues and customers in the face of rapidly changing circumstances
- and demands
- - Constantly driving myself to improve individually while identifying opportunities to evolve department processes, sharing knowledge and opportunities with all teams in the
- department
- - Be an advocate of the role that an effective resource planning function plays in the day to day running of Tesco CCECs
- - Following our Business Code of Conduct and always acting with integrity and due diligence
- - Ensure the Capacity and Investment plans are accurately recorded on all applications to ensure our Colleagues are notified of any off-line times to their scheduless
- -Maintaining Work Force Management forecast related information for use in scheduling and real-time monitoring.
- -Creating, produce, update and analyse reports on the performance within the CEC and how and where this impacts our forecasting and planning.
- -Spotting opportunities to improve schedules and colleague experience
You will be responsible for
Refer to "About the role"
You will need
- Knowledge of WFM systems such as Verint/Impact 360/Telephony- Strong Microsoft Office Skills, including and especially Excel- Collaboration skills- Communication & influencing skills- Contact Centre experience for Voice & Chat, preferably in a planning or support environment
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. Our medical insurance provides coverage for dependents including parents or in-laws.
Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.
Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.
Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.
Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.
About Us
At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve.
At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed.
We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.
When you join Tesco Bengaluru in this role, you'll be employed by Tesco Bengaluru Private Limited, the Tesco legal entity responsible for your employment.
Click on Apply to know more.