Manager - Chat Support

Overview of the Role

As a Manager in Chat Support at Tesco Bengaluru, you will lead and inspire your team to achieve operational excellence across critical business metrics. Your focus will be on enhancing efficiency and service quality by fostering effective communication, employee engagement, mentoring, and professional growth within your team.

Key Responsibilities

• Uphold the Business Code of Conduct by acting with integrity and diligence while embodying Tesco's Core Purpose and values.
• Lead by example and cultivate a culture of highly engaged colleagues who are passionate about improving customer service daily.
• Ensure prompt and effective resolution of customer issues according to agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Maintain high-quality standards for customer interactions to achieve excellent customer satisfaction scores.
• Track, analyze, and report team performance metrics to identify areas for development.
• Support the team in managing complex cases by coordinating with partners to resolve outstanding issues.
• Provide comprehensive training, knowledge sharing, and career development opportunities to empower team members.
• Mentor team members to deliver superior service, perform operational tasks accurately, and continuously enhance performance.
• Manage team attendance and organize shift rosters to maintain necessary support coverage.
• Introduce best practices to improve the overall customer experience.
• Contribute to the formulation and implementation of customer service strategies and initiatives.
• Conduct positive daily conversations recognizing achievements and encouraging career growth and skill development.
• Set clear expectations and accountability to improve team performance in line with processes.
• Promote a fair, transparent, inclusive culture and ensure equal opportunities for career progression within the team.
• Commit to ongoing personal development to maintain high standards in your role.

Relationships and Collaboration

You will interact and collaborate regularly with a variety of teams including store colleagues, customer experience center associates and leads, continuous improvement teams, operation and support colleagues, vendors, UK stakeholders, technology teams, and resource planners.

Required Skills and Experience

• Strong customer service orientation with demonstrated experience managing customer support operations.
• Proven ability in performance management and coaching within a BPO or customer service context.
• Proficiency in Microsoft Office, especially Outlook for communication.
• Excellent verbal and written English communication skills.
• Knowledge of contact center operations and working methodologies.
• Conflict resolution capabilities and people/team management experience.
• Competency in planning, organizing, operational delivery and strategic planning.
• Analytical and problem-solving skills.

Benefits and Rewards

• Competitive and market-aligned total rewards package including fixed salary, performance bonuses, and benefits.
• Annual performance-based bonus opportunities.
• Generous leave entitlement: 30 days leave (18 earned, 12 casual/sick) plus 10 public and festival holidays.
• Voluntary retirement savings programs like NPS and VPF to support financial security.
• Health and wellness initiatives including medical insurance covering employees and eligible family members such as parents and in-laws.
• Mental health support services including counselling and community networks for employees and dependents.
• Financial well-being assistance with access to coaching and salary advances.
• Save As You Earn (SAYE) share ownership program facilitating colleagues to become Tesco shareholders.
• Workplace supports physical well-being with sports facilities like cricket, football, badminton, and volleyball courts, plus indoor games, promoting a healthy lifestyle.

Inclusion and Work Environment

Tesco is deeply committed to inclusion and diversity, valuing each individual's uniqueness to foster a genuine sense of belonging. We strive to treat everyone fairly and respectfully, ensuring all colleagues can express their authentic selves at work and thrive professionally.

We are proud to be a Disability Confident Committed Employer, providing accessible recruitment and reasonable accommodations for candidates with disabilities.

Our flexible hybrid working model offers 60% on-site collaboration with colleagues and 40% remote work, supporting work-life balance and accommodating personal circumstances.