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For Companies At a Glance
- Tasks: Create accurate forecasts and optimise resources for exceptional customer service.
- Company: Join Diligenta, a leading Life and Pensions Administration Service provider.
- Benefits: 33 days off, bonuses, personal development, and wellbeing support.
- Why this job: Make a real impact in a dynamic environment with growth opportunities.
- Qualifications: Experience in forecasting and resource planning in customer service.
- Other info: Collaborative culture focused on positive change and development.
The predicted salary is between 36000 - 60000 £ per year.
Edinburgh, Stirling, Peterborough - Lynch Wood, Bristol
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
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!
Forecasting Planner in Stirling employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Forecasting Planner in Stirling
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to forecasting and resource planning. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or case studies that highlight your forecasting models and successes. This will give you an edge and demonstrate your expertise to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Diligenta.
We think you need these skills to ace Forecasting Planner in Stirling
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Forecasting Planner role. Highlight your experience in forecasting and resource planning, especially in customer service or contact centre environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to Diligenta's vision. Be sure to mention any relevant forecasting methodologies you’ve used.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to showcase your analytical skills in your application. Mention specific tools or techniques you've used, like ARIMA or Time Series models, to demonstrate your expertise.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Diligenta
✨Know Your Forecasting Techniques
Make sure you brush up on advanced forecasting methodologies like ARIMA and Time Series models. Be ready to discuss how you've applied these techniques in your previous roles, as this will show your expertise and understanding of the job requirements.
✨Showcase Your Analytical Skills
Prepare to demonstrate your ability to analyse historical data and predict future demand. Bring examples of how you've successfully balanced commercial objectives with customer needs through informed decision-making in past positions.
✨Familiarise Yourself with Tools
Get comfortable with Workforce Management tools such as NICE, Verint, or Genesys. If you have experience with any specific tools, be ready to discuss how you've used them to enhance forecasting accuracy and resource planning.
✨Present Data Confidently
Practice presenting data insights clearly and confidently. You might be asked to explain a scenario modelling exercise, so think about how you can convey complex information in an understandable way to stakeholders.
