Forecasting Planner

5 days ago

Edinburgh, Edinburgh, United Kingdom Diligenta Full time £40,000 - £70,000 per year

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.

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

  • 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.

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

  • Senior Third Party Planner

    4 days ago

    Edinburgh, Edinburgh, United Kingdom The HEINEKEN Company Full time £36,000 - £40,000 per year

    Senior Third Party PlannerFunction:CSL&PSalary:£36,000 - £40,000Contract: 5M - FTCLocation:EdinburghLatest Closing Date:27th November 2025. Please note where we receive high volumes of applications we may choose to close the vacancy early so don't delay applyingAbout the Role:In this role, you'll deliver exceptional product availability, supporting...

  • Associate Technical Director

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Arcadis Full time £60,000 - £120,000 per year

    This specific role has the following key requirements, directly in support of the Heads of Discipline. With the HoD develop recruitment plan to support growth requirements. With the HoD, succession planning of key roles, in order to build a resilient team. Support of GEC integration - and developing consistency of service irrrespective of location....

  • Managing Quantity Surveyor

    1 week ago

    Edinburgh, Edinburgh, United Kingdom AWC Group Full time £55,000 - £75,000 per year

    Vacancy Created: 25/11/2025To apply for this role, please call Alan on or alternatively you can send your CV and competencies to[email protected]AWC Staff Services are looking for a commercially savvyManaging Quantity Surveyorto work with our client and lead the charge on high-profile transmission overhead lines projects forSSE Scotland,as a part of their...

  • Associate Technical Director

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Arcadis Full time £60,000 - £100,000 per year

    Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex...

  • Associate Technical Director

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Arcadis Full time £60,000 - £120,000 per year

    Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex...

  • Undergraduate Quantity Surveyor Summer Placement

    7 days ago

    Edinburgh, Edinburgh, United Kingdom BAM UK & Ireland Full time £25,000 - £40,000 per year

    Building a sustainable tomorrowWhat if your next step led further than you thought?With a reputation built over 150 years, BAM has the depth, scale and momentum to offer you more than a next step. We offer you a path. One that can take you across sectors, into leadership, or even around the world. We invest in development because we want our people to stay...

  • Commercial Manager

    1 week ago

    Edinburgh, Edinburgh, United Kingdom AECOM Full time £40,000 - £78,000 per year

    Company Description Work with Us. Change the World.At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the...

  • Graduate Electrical Engineer

    1 week ago

    Edinburgh, Edinburgh, United Kingdom AECOM Full time £40,000 - £80,000 per year

    Company Description Work with Us. Change the World.At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing accessto clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trustedinfrastructure consulting firm, partnering with clients to solve the world's most...

  • Forecasting Planner

    2 weeks ago

    Edinburgh, United Kingdom Sanderson Full time

    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...

  • Demand Planner

    2 weeks ago

    Edinburgh, United Kingdom Brightwork Full time

    Brightwork have an excellent opportunity for an experienced Supply/Demand Planner to join our drink manufacturing client, working on a full-time, permanent basis. About the Company Our client is a fast-growing, innovative canned cocktails business based in South West Edinburgh. They produce premium ready-to-drink beverages for both UK and international...

  • Planner

    2 weeks ago

    Edinburgh, United Kingdom Veranova Full time

    Company Description We are a global leader in the development and manufacturing of active pharmaceutical ingredients, focused on specialist niches with expertise in highly regulated and complex chemistries. Formerly part of Johnson Matthey, we have over 50 years of experience navigating the challenges of the global healthcare industry, and nurturing...

  • Demand Planner

    3 weeks ago

    Edinburgh, United Kingdom Brightwork Ltd Full time

    Brightwork have an excellent opportunity for an experienced Supply/Demand Planner to join our drink manufacturing client, working on a full-time, permanent basis. About the CompanyOur client is a fast-growing, innovative canned cocktails business based in South West Edinburgh. They produce premium ready-to-drink beverages for both UK and international...

  • Resource Planner

    9 hours ago

    Edinburgh, United Kingdom Diligenta Full time

    **Salary**: From £34802-£43502 **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...

  • Resource Planner

    9 hours ago

    Edinburgh, United Kingdom Diligenta Full time

    **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...

  • Demand Planner

    4 days ago

    Edinburgh, United Kingdom Ooni Full time

    **About the Role** We are looking for someone who is fantastic at forecasting our sales demand requirements. You’ll be so good that people will think you have a crystal ball (which is totally optional). Are you passionate about making sure that our ovens get to our customers on time every time? For this Demand Planner role, we’re looking for someone...

  • Portfolio Planner

    6 days ago

    Edinburgh, United Kingdom Lorien Full time

    **Portfolio Planner - Outside IR35** Our client is looking for a highly skilled Portfolio Planner to join their team. The preferred office is Edinburgh, however can be based anywhere (must be willing to travel occasionally). **Skills Required**: **Project/Programme/Portfolio Planning** - Set up and embed the planning standards and assurance activities for...

  • Planner

    2 weeks ago

    Edinburgh, United Kingdom Veranova Full time

    Company Description We are a global leader in the development and manufacturing of active pharmaceutical ingredients, focused on specialist niches with expertise in highly regulated and complex chemistries. Formerly part of Johnson Matthey, we have over 50 years of experience navigating the challenges of the global healthcare industry, and nurturing...

  • Senior Planner

    2 weeks ago

    Edinburgh, United Kingdom Corio Generation Full time

    We have a fantastic opportunity for a **Senior Planner** to join us on a permanent basis within the PMO team. Based in Edinburgh or London, and reporting to the Head of PMO, you will work across the project portfolio building and managing programmes for early-stage projects and aggregating, analysing and reporting on programmes for development stage...