Forecasting and Scheduling Manager

Role: Forecasting & Scheduling ManagerLocation: Glasgow (Hybrid Working)Competitive salary & benefits packageAt Tesco our purpose is to help our customers, communities and the planet a little better every day. And at Tesco Bank we aim to give our customers smarter money helps, for everyday life, building on the foundations that have made Tesco a truly great British brand - and a success worldwide. Bringing that success to the financial services industry means attracting the finest talent to our senior and specialist roles, creating a backbone of excellence for our business - and offering professionals like you the chance to make a wide-ranging and long-lasting impact in a business that’s breathing new life into the industry.The roleOur Planning and Change team are recruiting for an experienced Forecasting and Scheduling Manager to join our Customer Service department in Glasgow. This offers the opportunity for a strong people manager with a background forecasting, scheduling and planning management to work closely with our leadership team to shape and influence how we do things at Tesco Bank.The successful candidate will lead and manage the customer Forecasting and Scheduling teams to provide robust service and Scheduling outlooks, enabling the delivery of consistent customer service and colleague experience outcomes. You’ll be responsible for the leadership of the colleague provisioning and support teams to ensure colleagues have the right access at the right time and accurate staff metrics. Using your excellent relationship building skills you’ll develop and nurture great relationships inside and external to Customer Service in order to deliver robust and credible plans.Key responsibilities* Work Scheduling and Allocation: Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.* Organizational Capability Building: Provide coaching to team members to develop their skills.* Stakeholder Engagement: Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment.* Performance Management: Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the bank's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.* Strategic Workforce Planning: Design and deliver complex analyses of external and internal information and analyses of complex resourcing scenarios to support the development of key strategic insights and the development of the strategic workforce plan.* Leadership and Direction: Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.* Customer Service: Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.* Digital Channels and Technology Management: Support digital channel management through use of front-end interactive technologies, encompassing usability, design, user interface, and device strategy. Facilitate an understanding of engagement metrics and provide regular performance analysis.What You’ll BringEssential* Forecasting, scheduling and planning experience with proven success in a similar management level role / level within a Contact Centre environment* Advanced stakeholder management and negotiation skills with the ability to develop strategies for managing stakeholders and their expectations.* Excellent communication skills with the ability to develop and deliver multi-mode communications that convey a clear understanding of the unique needs to different audiences* Strong analytical skills, canprovide guidance and training to others on analysing data trends to help guide in decision making* Proven success in applying knowledge of the business and the marketplace to advance organisational goals.* Advanced Planning and Organizing skills utilising your comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.* Strong People Management experience with experience managing at a senior level (managing Managers)* Experience using Verint or similar workforce planning systemDesirable* Experience of applying flexible working capabilities across a Contact Centre environment* Experience of implementing and/or using automated Planning tools with specific experience of Verint 15.2 preferableSkills / Competencies* Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. Strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.* Decision Quality: Makes good and timely decisions that keep the organization moving forward.* Ensures Accountability: Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.* Situational Adaptability: Adapts approach and demeanour in real time to match the shifting demands of different situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.* Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.* Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.* Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.* Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvementAbout usWe are proud to have an inclusive culture at Tesco Bank where everyone truly fells able to be themselves. At Tesco Bank, we not only celebrate diversity, but recognise the value and opportunity it brings to enable us to help our shoppers manage their money a little better every day. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities.We also know the importance of balancing work with life's other commitments. Please talk to us at interview about the flexibility you need, and we'll explore what's possible.Wherever your talent lies, you’ll find challenge and reward in equal measure. We’re here to go the extra mile for our customers - and we’ll do the same for you. It’s simple. As long as you have the ambition, we’ll provide the opportunity for success. If you’re interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more!