Who are Diligenta?
Our 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
We are increasing the size and scope of our specialist Planning function, dedicated to implementing best practice Resource Planning to our services and we are now looking for a Resource Planner to join our operations function. This role involves setting up forecasting, capacity planning and scheduling for our services which include voice, back office, and complaint functions. An incredibly exciting opportunity to shape the future of Resource Planning within our company.
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
- Creating and building the long, medium and short term aspect of our forecasting which includes call demand, live chat, secure messaging, complaints and back office.
- Building and maintaining new long term workforce capacity models and methods, striving to innovate planning practices and techniques.
- Recommending, building, and maintaining short/medium term models to predict performance outcomes based on existing resources and provide recommendations for improvements and areas of opportunity.
- A subject matter expert in the field of Resource Planning, you will be looked on to influence and recommend best practice ways of working within services and also within the existing Resource Planning team.
What we're looking for
- Experience within Resource Planning, including forecasting, managing resource levels and using a workforce management solution.
- Able to demonstrate experience in creating forecasts and capacity planning models from scratch
- Ability to understand and utilise data as an analyst, including in-depth Excel and reporting suite skills.
- Experience working within a contact centre telephony environment and a back-office function.
- Ideally experience working within financial services.
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!