Manager Chat Support

About the role
  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
You will be responsible for
Refer to "About the role" section
You will need
Managing performance
Management Experience in BPO preferred in customer space
Contact Centre ways of working
People / Team management
Development of People
Operational delivery
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

Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers.

Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues.

Tesco Business Solutions:

Established in 2017, Tesco Business Solutions (TBS) has evolved from a single entity traditional shared services in Bengaluru, India (from 2004) to a global, purpose-driven solutions-focused organisation. TBS is committed to driving scale at speed and delivering value to the Tesco Group through the power of decision science. With over 4,400 highly skilled colleagues globally, TBS supports markets and business units across four locations in the UK, India, Hungary, and the Republic of Ireland. The organisation underpins everything that the Tesco Group does, bringing innovation, a solutions mindset, and agility to its operations and support functions, building winning partnerships across the business. TBS's focus is on adding value and creating impactful outcomes that shape the future of the business. TBS creates a sustainable competitive advantage for the Tesco Group by becoming the partner of choice for talent, transformation, and value creation.