About this role

About the role

At Tesco Business Solutions Budapest, we are looking for a CZ/SK CCEC Team Manager to lead a high-performing customer service team and ensure outstanding service delivery across key operational and business KPIs. In this role, you will drive operational excellence, support continuous improvement initiatives, and create an engaging environment where colleagues can thrive and develop.

What's in it for you
We know life is different for everyone, so at Tesco we are open to flexible working conversations. Whether you're starting out, seeking balance, or navigating life changes like parenthood or caregiving — talk to us. You will spend around 60% of your time working from our offices or sites, and the rest remotely.
Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we're committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require.
Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career-defining opportunities to all our colleagues. If you chose to join our business, we will provide you with:

- Competitive Compensation package based on your experience and skills (Cafeteria, Mobile phone, 15% shopping discount in every Hungarian Tesco store)
- Annual private healthcare package
- Performance-based annual bonus
- Minimum of 25 paid leave days per year
- Career Growth is not just a cliché - we operate in 3 markets as one Central European business, so there are many opportunities for growth and development
- Solid Business Background with more than 100 proud years of company history
- We are a Great Team , and we are not fond of any formalities here
- Modern Office with great location (e.g.: free parking)
- Flexible working policy

You will be responsible for

- Leading and motivating a team to deliver excellent customer and colleague experiences.
- Driving performance against service levels, KPIs, and operational targets.
- Managing complex customer and colleague escalations and ensuring timely resolution.
- Collaborating with stakeholders and resource planning teams to achieve business objectives.
- Ensuring processes, procedures, and quality standards are consistently followed.
- Supporting colleague development through coaching, feedback, and performance management.
- Crea ting an inclusive and engaging team culture that promotes continuous improvement and a great colleague experience.
- Identifying opportunities to improve efficiency, service quality, and customer satisfaction.

You will need

- Native or Advanced Czech or Slovak language skills .
- Advanced English language skills .
- Hungarian language skills are considered an advantage.
- 5+ years of experience in a customer service, customer operations, contact centre, or shared services environment.
- Previous experience in team leadership, people management, or operational supervision.
- Strong stakeholder management and problem-solving skills.
- Experience handling escalations and driving operational performance.
- Excellent communication, coaching, and organisational skills.
- Confidence in analysing issues, making decisions, and leading improvements in a fast-paced environment.

About us
We established our service centre supporting Tesco's operation in the Central European region back in 2019. Our colleagues provide service for Hungary, Czech Republic and Slovakia in several fields: finance, people and payroll services, colleague and customer engagement, customer and product, enterprise analytics. Besides these, we have a modern Technology Hub developing software and applications used by millions of people - customers and colleagues - globally. Our young and dynamic teams are driving and accelerating changes on a global scale, so it is important for us to find colleagues that are open to learn and develop themselves. At Tesco Business Solutions & Technology we support our business in operating efficiently and serving shoppers a little better every day.