Forecasting Planner Location: Edinburgh, Glasgow, Stirling, Peterborough - Lynch Wood Job Reference: 1297738 Role Grade: B2 - TLS
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 An exciting opportunity has arisen for a Forecasting Planner to join the Enterprise MI, Planning & Insights function at Diligenta. In this role, you will play a key part in delivering accurate demand and resource forecasts across multiple channels. You’ll be responsible for developing and maintaining forecasting models that incorporate campaigns, product launches, seasonal trends, and contingency plans to ensure operational efficiency and exceptional service delivery. You will also apply advanced forecasting techniques to achieve high accuracy standards while maintaining best-in-class utilisation, occupancy, adherence, and SLA performance. What you’ll be doing Developing and maintaining accurate demand and resource forecasts across all channels, considering campaigns, product launches, seasonal trends, and contingency plans. Applying advanced forecasting techniques to achieve MAPE accuracy of +/- 5–10%. Ensuring best-in-class utilisation, occupancy, adherence, and SLA performance. Balancing commercial objectives with customer needs through informed decision-making. Demonstrating strong knowledge of service levels, KPIs, and problem-solving within a regulated environment. Configuring and maintaining Workforce Management & Optimisation tools effectively. Planning and scheduling resources aligned to customer journeys and service objectives. Leading and governing projects, ensuring successful delivery and accountability. Analysing data, presenting insights clearly, and performing scenario modelling. Driving automation initiatives and maintaining expertise in contact centre telephony and back-office processes. What we’re looking for Up to 5 years’ experience in forecasting and resource planning within customer service or contact centre environments. Strong ability to analyse historical data and predict future demand across multiple channels (webchat, voice, email, complaints). Advanced forecasting methodologies such as ARIMA and Time Series models to create accurate projections. Building and maintaining manual forecasting models using Excel and spreadsheets. Experienced managing real-time performance and adjusting forecasts to meet service level objectives. Skills in Workforce Management tools such as NICE, Verint, Genesys, Active ops or anything equivalent for planning and scheduling. Understanding customer journeys and operational processes to align forecasts with service objectives. Balancing commercial targets and customer experience through effective planning decisions. Presenting data insights clearly and confidently to stakeholders, including scenario modelling. Working under pressure to deliver accurate forecasts and plans in fast-paced environments. Forecasting Planner Apply for this role: Required Required Required Invalid Required Required Required Required Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta? YesNo Required Please note, if you have not liaised with your current manager we will not be able to progress with your application. Required Required Required Required Required Required Attach CV Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group