Manager Chat Support

- 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

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.

Refer "About the role" section

Managing performance Management Experience in BPO preferred in customer space Contact Centre ways of working People / Team management Development of People Operational delivery