Scheduling Analyst
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 – As a Scheduling Analyst you will be responsible for owning the management of all scheduled resources, utilising all tools and tactics to ensure that resources are maximised to deal with forecasted customer demand and that shrinkage targets are not over utilised.
What you’ll be doing
- Responsible for the short/medium part of the Resource Planning cycle. This role schedules all resources around expected customer demand, including breaks, lunches, and all offline and processing time, to ensure resources can handle all aspects of customer demand.
- Managing all resources across all service areas, ensuring that actual scheduled resource activity aligns with planned forecast requirements and agreed shrinkage level targets.
- Updating and maintaining the live staffing plans (8‑week plans) with scheduled resource levels and using the intra‑day predicted performance levels to maximise resource usage and protect CSL’s and key service measures.
- Pro‑actively managing all shrinkages by scheduling resources based on targets and availability, updating shrinkage reporting, and sharing with Operations to track offline activity in line with targets and measures.
- Updating and maintaining the Workforce Management solution, ensuring accurate data on skills, call/contact types, leavers, new starts, maternity leave, and shrinkage levels.
- Managing updates in line with governance processes and procedures while adhering to the internal quality‑checking framework.
- Ensuring shrinkages are not over‑utilised and promoting additional shrinkage where resources are available to reduce idle time.
- Leading weekly Operational planning meetings to walk Operational Managers through predicted performance, highlighting key call‑outs and recommending changes to improve performance.
- Managing requests for changes in shift patterns or hours in line with the agreed flexible working policy and timescales, and providing recommendations based on service needs.
- Updating and maintaining staffing documents and tracking actual resources against requirements, highlighting/ escalating potential future resource challenges.
- Constantly reviewing front‑line staff schedules, optimizing scheduled breaks and lunches while adhering to working‑time directives.
- Managing Annual Leave time‑off pools in WFM to ensure shrinkage allocation aligns with front‑line colleagues’ entitlements.
- Producing monthly Annual Leave usage reports for Managers to view leave at colleague, team, and service‑area levels.
- Updating and maintaining the skills matrix document in line with processes, ensuring it reflects CMS and WFM purposes.
What we’re looking for
- Strong communication and stakeholder management.
- Ability to work under pressure.
- Strong organisational, planning, and time‑management skills, prioritising multiple tasks to meet challenging deadlines.
- Experience in resource deployment, including shrinkage management.
- Proven ability to analyse business issues through data and process analysis, identify root causes, and implement appropriate solutions.
- Solid presentation skills, both written and verbal.
- Effective organisational skills.
- Strong knowledge of Excel, Word, and PowerPoint.
- Good understanding of front‑ and back‑office performance metrics.
Benefits
- 33 days of holiday, including Bank Holidays.
- Eligibility for an annual discretionary bonus scheme.
- Personal and career development opportunities within the company and our global parent company, Tata Consultancy Services.
- Access to Perks at Work—an online discounted shopping platform.
- Cycle‑to‑Work Scheme and interest‑free Season Ticket loans.
- A company‑wide Wellbeing programme, including an Employee Assistance Programme and other resources for 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 with up to 6% matching, Group Life Assurance (‘Death in Service’), and Group Income Protection.
- Additional benefits available upon enquiry.
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!
