Lead 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 continuous improvement through : being curious about what is getting in the way of colleagues delivering great service, identifying areas of opportunity, encouraging colleagues to speak up and share ideas, and following through with feedback and / or action on ideas raised
• Collaborating with colleagues, change teams, my manager and relevant partners to implement ideas
• Being the subject matter expert on processes in my area
• Supporting the improvement of the operational performance and building the capability of Associates and Senior Associates through : call listening, reviewing logging, face to face mentoring, feedback and recognition
• Supporting BAU activity e.g. issues and complex problem resolution, call listening
• Providing shift over in during the operational window
• Sharing weekly highlights of progress in operational performance, quality of delivery and continuous improvement with my Manager
• Actively participating in the CI community to deliver significant value output- Supporting and embedding changes to process and ways of working within the team
• Understanding the part I play in delivering our key metrics and performance measures
• Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager
• Continually developing my skills to be the best I can be in my role

You will be responsible for

Refer 'About the role' section

You will need

Customer service orientation

Advanced Microsoft Office

Excellent verbal and written communication in English

Planning and organizing

Coaching

Conflict Resolution

Empathy and customer focus

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

Skills Required

Planning And Organizing, Customer Service Orientation, Coaching, Conflict Resolution