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Workforce Management & Optimisation Lead

Sanderson
Job LocationPeterborough
EducationNot Mentioned
Salary£45,000 - £51,700 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who are DiligentaDiligentas 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 beendescribed as home by existing employees, we drive a culture that is founded on positive change and development.The OpportunityDue to company growth and expansion, we are now looking for a Workforce Management & Optimisation Lead to lead, develop and manage a team of short/ medium term Planners, Schedulers, RTQM & Insight Analyst across all Operational services, including Voice,Back Office and Complaints.Youll be:

  • Being the expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standards of (+/- 5-10%)
  • Maintaining healthy Utilization, Occupancy, Adherence & Intraday SLA Levels
  • Balancing commercial and customer needs through appropriate and agreed decision making
  • Displaying a strong understanding of critical service levels, reportable measures and KPIs
You should apply if you:
  • Are able to use, configure and maintain a Workforce Management & Optimization solution/s
  • Have hands on experience working on Verint (must) / NICE / Genesys / Active OPS schedulers
  • Can display experience in building and managing forecasting and scheduling models for both telephony and processing functions on above said or other tools
  • Have a good understanding of customer journeys and the associated processes in order to plan, queue manage and schedule resource effectively at each touch point and in line with service objectives
  • Have the ability to analyse data and "tell the story" in an appropriate and effective way to relevant audiences, what if scenario building
The Perks
  • 25 days holidays + 8 bank holidays
  • Discretionary annual bonus
  • Company pension scheme membership
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
  • Access to our Confidential Helpline is available to be used by you and your family
  • Develop your career through a wider global organisation of the TCS family

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