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For Companies At a Glance
- Tasks: Develop and maintain resource planning cycles for accurate forecasting and staffing.
- Company: Join Diligenta, a leader in enhancing customer experiences through innovative workforce solutions.
- Benefits: Enjoy flexible work options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that drives efficiency and improves customer journeys.
- Qualifications: Expertise in Workforce Engagement and strong communication skills are essential.
- Other info: We support diverse needs during the recruitment process; let us know how we can help.
The predicted salary is between 28800 - 43200 £ per year.
What you'll be doing
- Develop and maintain end-to-end resource planning cycles, ensuring accurate forecasting and planning aligned with operational needs.
- Leverage expertise in Workforce Engagement (WFE), including Workforce Management (WFM) - Real Time Analytics (RTA), Scheduling, Planning, and Workforce Optimization (WFO).
- Expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standards.
- Complete accurate manpower planning models ensuring that the business has a comprehensive understanding of demand and supply.
- Provide recommendations for staffing changes, including hiring, overtime, and shift adjustments based on forecasted demand.
- Drive informed decision-making and enhance service delivery across Diligenta's client base, both existing and new.
- Enhance business efficiency with predicted forecasting while improving customers' experience.
- Ability to translate complex data insights into strategic workforce planning decisions.
- Maintain strong relationships with stakeholders across a variety of accounts.
- Identify trends, drive improvements, and support decision-making for workforce and customer journey management.
- Collaborate closely with operational teams to embed best practices in forecasting, scheduling, and performance management.
- Forecast the number of customer interactions (calls, complaints, Back Office tasks) to ensure proper staffing and resource allocation.
What we're looking for
- Expertise with WFE, WFM and WFO to safeguard the customer's journey.
- Proficiency in Erlang 'C'.
- Hands-on experience working on Verint/NICE/Genesys/Active OPS schedulers (not mandatory).
- Great communication skills with a variety of accounts including stakeholders.
- Strong background in contact centre telephony, Back Office, and complaints processing.
- Experience in implementing and maintaining forecasting and planning frameworks within a dynamic environment.
- Experience within the industries of Life Insurance, pensions or financial services is desirable.
If you need any help or adjustments for any stage within the recruitment process due to health 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 employer: ZipRecruiter
Contact Detail:
ZipRecruiter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Forecasting Planner
✨Tip Number 1
Familiarise yourself with the specific forecasting methods and techniques mentioned in the job description. Being able to discuss these in detail during your interview will demonstrate your expertise and understanding of the role.
✨Tip Number 2
Network with professionals in the workforce management field, especially those who have experience with WFE, WFM, and WFO. Engaging with them can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare examples from your past experiences where you successfully implemented forecasting and planning frameworks. Be ready to share how these experiences can translate to success in this new role.
✨Tip Number 4
Research Diligenta and their client base to understand their operational needs better. Tailoring your conversation around how you can enhance their service delivery will make a strong impression during interviews.
We think you need these skills to ace Forecasting Planner
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your expertise in Workforce Engagement (WFE), Workforce Management (WFM), and Workforce Optimization (WFO). Include specific examples of how you've used forecasting methods and techniques to improve operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, emphasise your experience with Erlang 'C' and any relevant tools like Verint or NICE. Discuss how your background in contact centre telephony and financial services aligns with the role's requirements.
Showcase Your Analytical Skills: Provide examples of how you've translated complex data insights into strategic decisions in previous roles. Highlight any specific achievements related to manpower planning and resource allocation.
Highlight Stakeholder Engagement: Demonstrate your communication skills by detailing experiences where you've collaborated with stakeholders. Mention how you’ve maintained strong relationships and driven improvements in service delivery.
How to prepare for a job interview at ZipRecruiter
✨Showcase Your Forecasting Expertise
Be prepared to discuss various forecasting methods and techniques you have used in the past. Highlight specific examples where your expertise led to improved accuracy in resource planning.
✨Demonstrate Communication Skills
Since the role involves liaising with stakeholders, practice articulating complex data insights clearly. Use examples from your experience to show how you've effectively communicated with different teams.
✨Understand the Business Context
Research Diligenta and its operations thoroughly. Understand their client base and how effective forecasting can enhance service delivery. This will help you tailor your responses to align with their business needs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time situations. Think of scenarios where you had to make staffing recommendations based on forecasted demand and be ready to explain your thought process.
