Resource Scheduling Analyst

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.

The Opportunity

Due to company growth and expansion, we are now looking for a Resource Scheduling Analyst who will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools (Specifically - Verint, and or NICE/Genesys or relevant WFM tool). This role will also ensure that schedules align with forecasts and real-time operational needs.

You'll be:

• Optimising 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
• Scheduling staff using Work Force Management Tools - either using Verint, Nice, Genesys
• 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
• Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand

You should apply if you:

• Have at least 2-3 years of relevant experience in a Resource Scheduling and WFM role
• Can show the ability to demonstrate results, which reflect both quality delivery as well as ability to plan for and accommodate high and sometimes inconsistent volumes of calls and work in progress
• Are competent in Scheduling management - end-to-end life cycle expertise
• Are an expert in Cisco | Verint | Nice | Genesys or similar workforce management
• Can show excellent analytical and statistical skills and experience

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Access to our Confidential Helpline is available to be used by you and your family
• Develop your career through a wider global organisation of the TCS family