Resource Scheduling Analyst

at  Diligenta

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.
The Opportunity
Due to company growth and expansion, we are now looking for a Resource Scheduling Analyst who will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools (Specifically – Verint, and or NICE/Genesys or relevant WFM tool). This role will also ensure that schedules align with forecasts and real-time operational needs.

You’ll be:

• Optimising 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
• Scheduling staff using Work Force Management Tools – either using Verint, Nice, Genesys
• 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
• Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand

Please refer the Job description for details