Workforce Management

6 months ago


Peterborough, United Kingdom Diligenta Full time

**Salary**: From £41366-£51708

**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 Workforce Management & Optimisation Lead to lead, develop and manage a team of short/ medium term Planners, Schedulers, RTQM & Insight Analyst across all Operational services, including Voice, Back Office and Complaints.

**You'll be**:

- Being the expert in various Forecasting Methods/Techniques
- which will enable to attain accuracy standards of (+/- 5-10%)
- Maintaining healthy Utilization, Occupancy, Adherence & Intraday SLA Levels
- Balancing commercial and customer needs through appropriate and agreed decision making
- Displaying a strong understanding of critical service levels, reportable measures and KPI's
- Are able to use, configure and maintain a Workforce Management & Optimization solution/s
- Have hands on experience working on Verint (must) / NICE / Genesys / Active OPS schedulers
- Can display experience in building and managing forecasting and scheduling models for both telephony and processing functions on above said or other tools
- Have a good understanding of customer journeys and the associated processes in order to plan, queue manage and schedule resource effectively at each touch point and in line with service objectives
- Have the ability to analyse data and
- tell the story
- in an appropriate and effective way to relevant audiences, 'what if' scenario building

**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



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