Forecasting Planner
| Dyddiad hysbysebu: | 16 Ebrill 2025 |
|---|---|
| Cyflog: | £35,000 i £43,700 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Mai 2025 |
| Lleoliad: | Bristol, Bristol, BS34 8SW |
| Cwmni: | Diligenta |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | Dgenta03328_1744792190 |
Crynodeb
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
This opportunity will be to deliver excellent customer journeys at the heart of the Diligenta model strategy. With Diligenta establishing a Pan Account, Enterprise MI, Planning, and Insights function to safeguard the customer journeys as a Forecasting & Planning Analyst, you will play a critical role in supporting this new function, ensuring accurate workforce forecasting, scheduling, and resource planning to optimize operational efficiency.
This role can be based in Bristol, Peterborough, Basingstoke or Salisbury
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
- Apply to find out about our other benefits
What you'll be doing
- Develop and maintain end-to-end resource planning cycles, ensuring accurate forecasting and planning aligned with operational needs.
- Leverage expertise in Workforce Engagement (WFE), including Workforce Management (WFM) - Real-Time Analytics (RTA), Scheduling, Planning, and Workforce Optimization (WFO)
- Expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standards
- Complete accurate manpower planning models ensuring that the business has a comprehensive understanding of demand and supply
- Provide recommendations for staffing changes, including hiring, overtime, and shift adjustments based on forecasted demand
- drive informed decision-making and enhance service delivery across Diligenta's client base, both existing and new
- Enhance business efficiency with predicted forecasting while improving customers' experience.
- Ability to translate complex data insights into strategic workforce planning decisions.
- Maintaining strong relationships with stakeholders across a variety of accounts
- identify trends, drive improvements, and support decision-making for workforce and customer journey management.
- Collaborate closely with operational teams to embed best practices in forecasting, scheduling, and performance management.
- Forecast the number of customer interactions (calls, complaints, back-office tasks) to ensure proper staffing and resource allocation.
What we're looking for
- Expertise with Workforce Engagement (WFE), Workforce Management (WFM) and Workforce Optimization (WFO) to safeguard the customer's journey.
- Proficiency in Erlang 'C'
- Hands on experience working on Verint / NICE / Genesys / Active OPS schedulers (not mandatory)
- Great communication skills with a variety of accounts including stakeholders.
- Strong background in contact centre telephony, back office, and complaints processing
- Experience in implementing and maintaining forecasting and planning frameworks within a dynamic environment.
- Experience within the industries of Life Insurance, pensions or financial services is desirable.
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!