Workforce Management Analyst - Perm, £30-35K

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

The Work Force Management Analyst will proactively manage the Workforce Management solution ensuring effective dynamic daily resource planning, implementation and use across within the operational areas. This role will monitor and make necessary staffing decisions within the operation to the resource plan.

You'll be:

• Completing scheduling / use of Workforce Management to ensure all areas deliver a consistent level of performance through short term forecasts and schedules.
• Complete accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand
• Scheduling of staff using Work Force Management Tools - either using Verint, Nice, Genesys
• Analyzing call Centre performance reports detailing historical statistics to enable call center management to operate effectively.
• RTQM, Intra-day Reporting and Insights
• Recommend overall allocation of off-phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
• Provide analysis, support and reporting to the operations manager of utilisation of Workforce Management activity in conjunction with strategic direction for Contact Centre

You should apply if you:

• Have strong experience in an analyst/Workforce Management role
• Worked with different Workforce Management tools, such as: Verint/Nice/Genesys etc….
• Excellent MsExcel and MsAccess knowledge
• Good understanding of call centre statistics or systems
• Strong communications skills with different levels of employees, both written and verbal

Benefits:

• Company pension scheme
• 25 days holidays + 8 bank holidays
• 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
• Discretionary annual bonus

If you are looking for the next step in your management career and are looking to establish yourself in one of the UK's largest Financial Services providers, then please apply.