Resource Planner

**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.
**The Opportunity**
Building up a new bespoke hub, dedicated to resource planning and insight delivery, we are now looking for a Resource Planning Analyst to join our operations function. This role involves setting up to forecast and schedule resource planning for our clients across all voice, back office, and complaint functions. An incredibly exciting opportunity to shape the future of resource planning within our company.
**You’ll be**:

- Managing the short/medium term aspect of the end-to-end resource planning cycle: forecasting, planning and scheduling all frontline operational resources across all operational services.
- A specialist in resourcing planning including forecasting, scheduling and deployment to support the delivery of overall strategic planning objectives.
- Building and maintaining new forecasting and scheduling models and methods, striving to innovate planning practices and techniques.
- Ensuring all existing resources are scheduled based on customer demand and that all off-phone activity is planned, coordinated, reported on and is in line with business targets.
- Recommending, building, and maintaining short/medium term capacity planning and forecasting models to predict performance outcomes based on existing resources and provide recommendations for improvements and areas of opportunity.
- Experience within resource planning, including forecasting, managing resource levels and workforce management solutions.
- Ability to understand and utilise data as an analyst, including in-depth Excel and reporting suite skills.
- Experience working within a telephony environment, ideally within a back-office function.
- Ideally experience working within financial services.

**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

Job Reference: DGENTA01737