Lead - Capacity Planning

Job description

- 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 Refer to "About the role" - 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

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.