Job Description

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

An exciting opportunity has arisen for a Forecasting Planner to join the Enterprise MI, Planning & Insights function at Diligenta.



In this role, you will play a key part in delivering accurate demand and resource forecasts across multiple channels. You'll be responsible for developing and maintaining forecasting models that incorporate campaigns, product launches, seasonal trends, and contingency plans to ensure operational efficiency and exceptional service delivery.



You will also apply advanced forecasting techniques to achieve high accuracy standards while maintaining best-in-class utilisation, occupancy, adherence, and SLA performance.

Benefits

33 days including Bank Holidays Eligibility for an annual discretionary bonus scheme Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services) Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods Cycle to Work Scheme & Interest free Season Ticket loans A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your 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 where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection Apply to find out about our other benefits

What you'll be doing

Developing and maintaining accurate demand and resource forecasts across all channels, considering campaigns, product launches, seasonal trends, and contingency plans. Applying advanced forecasting techniques to achieve MAPE accuracy of +/- 5-10%. Ensuring best-in-class utilisation, occupancy, adherence, and SLA performance. Balancing commercial objectives with customer needs through informed decision-making. Demonstrating strong knowledge of service levels, KPIs, and problem-solving within a regulated environment. Configuring and maintaining Workforce Management & Optimisation tools effectively. Planning and scheduling resources aligned to customer journeys and service objectives. Leading and governing projects, ensuring successful delivery and accountability. Analysing data, presenting insights clearly, and performing scenario modelling. Driving automation initiatives and maintaining expertise in contact centre telephony and back-office processes.

What we're looking for

Up to 5 years' experience in forecasting and resource planning within customer service or contact centre environments. Strong ability to analyse historical data and predict future demand across multiple channels (webchat, voice, email, complaints). Advanced forecasting methodologies such as ARIMA and Time Series models to create accurate projections. Building and maintaining manual forecasting models using Excel and spreadsheets. Experienced managing real-time performance and adjusting forecasts to meet service level objectives. Skills in Workforce Management tools such as NICE, Verint, Genesys, Active ops or anything equivalent for planning and scheduling. Understanding customer journeys and operational processes to align forecasts with service objectives. Balancing commercial targets and customer experience through effective planning decisions. Presenting data insights clearly and confidently to stakeholders, including scenario modelling. Working under pressure to deliver accurate forecasts and plans in fast-paced environments.

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!

Apply for this role:

Do you hold valid Right to Work in the UK?


Yes
No


Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?


Yes
No


Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied?


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Have you been referred for this position by Diligenta Employee?


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No


Have you previously worked for Tata Consultancy Services (TCS)?


Yes
No


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