At a Glance
- Tasks: Create and optimise staff schedules using advanced workforce management tools.
- Company: Join Diligenta, a leading platform for life and pensions administration.
- Benefits: Enjoy 33 days of leave, competitive salary, and a supportive work culture.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Be part of a team that drives positive change and enhances customer service.
- Qualifications: 3-4 years of relevant experience and skills in forecasting tools.
The predicted salary is between 36000 - 60000 £ 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 Resource Scheduler to join the Enterprise MI, Planning & Insights function at Diligenta. In this role, you will play a key part in creating, maintaining and optimizing staff schedules using workforce management tools (Specifically – Verint, NICE/Genesys, Active OPS or relevant WFM tool). This role ensures that schedules align with forecasts and real-time operational needs. You will also optimise 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.
What you'll be doing:
- Scheduling of staff using Work Force Management Tools – either using Verint, Nice, Genesys & Active OPS or other WFM tools.
- 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.
- Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
- Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand.
- Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand / SLA agreement.
- Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
- Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
- Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
- Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre.
What we're looking for:
- 3 to 4 years' relevant work experience.
- Skilled in Forecasting tools such as ARIMA, Exponential Smoothing & Time Series, Erlang C.
- Knowledge in Telephony / Ops infra.
Benefits: 33 days including
Resource Scheduler in Peterborough employer: Diligenta
Diligenta is an exceptional employer that prioritises employee well-being and development, fostering a culture of positive change and collaboration. As a Resource Scheduler, you will benefit from a supportive work environment that values your contributions, alongside comprehensive training opportunities and a generous benefits package including 33 days of leave. Located in a dynamic sector, Diligenta offers the chance to be part of a forward-thinking team dedicated to transforming client operations while ensuring a fulfilling career path.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Scheduler in Peterborough
✨Tip Number 1
Network like a pro! Reach out to current employees at Diligenta on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Resource Scheduler role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of workforce management tools like Verint and NICE/Genesys. Be ready to discuss how you've optimised schedules in the past and how you can contribute to Diligenta's goals.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used forecasting tools or performance analysis in previous roles. This will demonstrate your ability to meet Diligenta's operational requirements effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Diligenta team.
We think you need these skills to ace Resource Scheduler in Peterborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Resource Scheduler role. Highlight your experience with workforce management tools like Verint or NICE, and showcase any relevant forecasting skills. We want to see how your background aligns with what we do at Diligenta!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about scheduling and resource management. Share specific examples of how you've optimised schedules in the past, and let us know why you want to join our team.
Showcase Your Analytical Skills:Since this role involves a lot of analysis, make sure to highlight your analytical skills in your application. Mention any experience you have with performance analysis or forecasting models, as these are key to ensuring we meet our service levels.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, it helps us keep track of your application better!
How to prepare for a job interview at Diligenta
✨Know Your WFM Tools
Make sure you’re familiar with the specific workforce management tools mentioned in the job description, like Verint, NICE/Genesys, and Active OPS. Brush up on how these tools work and be ready to discuss your experience with them, as this will show that you’re prepared and knowledgeable.
✨Demonstrate Analytical Skills
Since the role involves forecasting and manpower planning, be prepared to showcase your analytical skills. Bring examples of how you've used forecasting tools like ARIMA or Exponential Smoothing in previous roles. This will help illustrate your ability to optimise schedules and meet service level agreements.
✨Understand Diligenta's Culture
Diligenta values customer service and positive change, so do a bit of homework on their culture. Be ready to discuss how your personal values align with theirs and how you can contribute to their mission of transforming client operations. This will help you stand out as a candidate who fits well within their team.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to manage scheduling conflicts or optimise staff allocation under pressure. Practising these scenarios will help you articulate your thought process clearly during the interview.
