Resource Analyst, Dundee Customer Engagement Centre

Hours: 36

Salary: WL1 - TBC

Location: Dundee, DD2 3TN

United Kingdom

Apply by: 05/08/2022

Resource Analyst, Dundee Customer Engagement Centre

Dundee, DD2 3TN

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About the role

This role is based in our Dundee Customer Engagement Centre. The successful candidate will be required to work on site for a minimum of 2 out of 5 days each week.

You will form part of the Resource Analyst Insight Team whose function is to use the Tesco Business Services (TBS) reporting data to help deliver actionable insight, by producing meaningful and visual reports, ad-hoc requests, spotting trends and interrogating data to help the business meet the customer demand across multiple contact media types (Calls, Emails, Social Media) and sites.

You will be responsible for

  • Working within Tesco business Services coordinating across multiple sites and locations globally
  • Carry out data discovery to understand the strength and limitations of the data, uncover hidden patterns and proactively identify hidden insights.
  • Maintaining VMOs to enable relevant stakeholders to make key staffing decisions – now and for the future.
  • Use data to validate hypotheses or ascertain benefits to enable the right prioritisation of business and strategic opportunities
  • Utilise insight to influence senior stakeholders, highlighting key trends, risks, areas for improvement or areas of sustained performance.
  • Support leadership led initiatives and projects with data analysis.
  • Define and continually develop leading KPIs to help stakeholders achieve targets.
  • Maintain detailed knowledge of business and colleague data, processes and work streams to enrich actionable insight.
  • Maintain, develop and streamline the production of our key routine reports, understanding performance themes across all of our KPIs.
  • Build trusted relationships with stakeholders, to specify, develop and produce high quality insight and analysis to support key TBS objectives and to respond to the changing needs of the business.
  • Work in collaboration with colleagues to share ideas and create an environment which drives creative and innovative insight and analysis practices.
  • Proactively seek out best practice and innovative analytics techniques to improve the quality, efficiency and impact of the insight delivered.
  • Optimising data extraction and data processing
  • Focused on execution of analytics and day to day resource planning support
  • Identify any risks to future staffing that can arise from any amendments to forecasts and inform the relevant stakeholders.
  • Ensure any forecast updates are updated, in a timely and efficient manner, in both VMOs and our Work Force Management system
  • Building applications using Visual Studio to allow for automation and reduction in workload is advantageous - this can involve working with multiple internal and external vendors.
  • Maintaining reports on forecast v actual data.
  • 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.
  • 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.

You will need

Skills required 

  • Flexibility, ability to plan and organise, responsiveness, creativity, self-starter
  • Able to build solid working relationships with peers and senior leadership • Very strong attention to detail
  • Excellent verbal and written communication skills – you must be able to articulate complex ideas in a simple and compelling way
  • SQL (Intermediate to Expert level)
  • Advanced Excel skills including Visual Basic
  • Predictive Analytics
  • Innovative and forward thinking in the visualisation of data and reporting
  • Visual Studio knowledge is a Benefit

Experience Required 

  • Proven experience of analysing multiple datasets
  • Strong numerical or statistical skills
  • Experience working in multidisciplinary teams to deliver joint objectives
  • An ability to prioritise insight projects and activities based on business objectives
  • Bachelors degree in relevant field, or demonstrable experience required
  • Ability to demonstrate strong written, verbal communication and presentation skills to all levels of seniority and disciplines within the organisation

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

  • Colleague Clubcard (including a 2nd card for a family member) after 3 months service with 10% off most purchases at Tesco
  • Annual bonus
  • Holiday starting at 20 days plus a personal day
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses

Application process

Our office application process varies depending on the role and the level of experience needed.

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