Diligenta Careers Internal

About This Role

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

As a Planning Analyst, you will play a pivotal role in creating, maintaining and optimizing staff schedules using workforce management tools, such as, Verint, NICE/Genesys, Active OPS etc. This role ensures that schedules align with forecasts and real-time operational needs.

What you’ll be doing

Scheduling of staff using Work Force Management Tools – either using Verint, Nice, Genesys & Active OPS or other WFM tools.
Planning and scheduling 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.
Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
Completing 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.
Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre.
Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.

What we’re looking for

2 to 3 years of experience in scheduling and workforce management within a contact center or similar environment.
Must have experience utilizing Workforce Management (WFM) tools such as Verint, NICE, Genesys, Active OPS, or equivalent platforms.
Strong analytical skills with the ability to interpret performance data, shrinkage, and demand forecasts to optimize staffing levels and service delivery. (Short term planning)
Ideally qualified to GCSE standard or equivalent and should include Maths and English.

Planning Analyst

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

Yes

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Planning Analyst

About This Role

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