Diligenta Careers Internal

About This Role

Summary of the role;

Delivering excellent customer journeys is core to Diligenta’s ‘One Diligenta’ model strategy and is key to Building “Purpose and Pride”. Due to continued growth and evolution of our BaNCS platform, a Pan Account, Enterprise MI, Planning and Insights function is essential to support the business going forward as it continues to grow.

This function will become the focal point that safeguards those customer journeys as well as help embed consistent way of assessing performance for our; Customers, Clients, & Colleagues. This new function will support all MI, Planning & insight requirements for all accounts across Diligenta’s clients old & new.

The role holder will be responsible for the creation and embedding of the overall Diligenta standards that will be utilised across all accounts, this will require processes, good governance and client interaction at pan account level to embed; the go forward ‘One Diligenta’ model.

Resource Scheduler, is responsible for creating, maintaining and optimizing staff schedules using workforce management tools (Specifically – Verint, NICE/Genesys, Active OPS or relevant WFM tool). This role ensures that schedules align with forecasts and real-time operational needs.
Optimise WFM scheduling to achieve organisational performance objectives, developing tools/techniques/UDA/technology ensuring full use of system is exploited and contractual SLA are met and benefited from the solution.

What you’ll be doing:

Plan and schedule activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments
Scheduling of staff using Work Force Management Tools
Recommend overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis
Complete accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand
Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand / SLA agreement

What we’re looking for:

Forecasting tools like ARIMA, Exponential Smoothing & Time Series, Erlang C
Relevant work experience 3-4 years

Hiring Manager sampath.ravulakolu@diligenta.co.uk and kirsten.lamont@dgaviva.com

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Resource Scheduler

About This Role

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