Resource Scheduler

Diligenta Limited; Stirling; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading technology services provider in Stirling is seeking an experienced Resource Scheduler to optimize staff schedules using workforce management tools such as Verint and NICE/Genesys. The role involves planning training and absences, conducting accurate forecasting, and ensuring efficient service delivery. Applicants should have 3-4 years of relevant experience and skills in forecasting tools. The position offers competitive benefits, including a pension scheme and personal development opportunities.

Benefits

33 days leave including Bank Holidays

Annual discretionary bonus scheme

Access to Perks at Work

Cycle to Work Scheme

Wellbeing programme

Contributory pension scheme

Qualifications

• 3 to 4 years’ relevant work experience.
• Skilled in forecasting tools like ARIMA and Erlang C.
• Knowledge in telephony operations.

Responsibilities

• Scheduling staff using workforce management tools.
• Planning training and absence activities.
• Completing accurate manpower planning and forecasting models.
• Building and improving staff schedules to meet business requirements.
• Monitoring service levels and recommending solutions.

Skills

Forecasting tools (ARIMA, Exponential Smoothing, Time Series)

Telephony knowledge

Workforce management tools

Job description

Resource Scheduler

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 Resource Scheduler to join the Enterprise MI, Planning & Insights function at Diligenta. In this role, you will play a key part in creating, maintaining and optimizing staff schedules using workforce management tools (Specifically – Verint, NICE/Genesys, Active OPS or relevant WFM tool). This role ensures that schedules align with forecasts and real‑time operational needs. You will also optimise WFM scheduling to achieve organisational performance objectives, developing tools/techniques/UDA/technology ensuring full use of the system is exploited and contractual SLA are met and benefited from the solution.

What you’ll be doing

• Scheduling of staff using Work Force Management Tools – either using Verint, Nice, Genesys & Active OPS or other WFM tools.
• 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.
• Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
• Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand.
• Resource Planning at 15-30mins interval (where applicable) evidencing optimisation, efficiency and in line with demand / SLA agreement.
• Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
• Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
• Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
• Providing analysis, support and reporting to the operations manager of utilisation of workforce management activity in conjunction with strategic direction for Contact Centre.
• Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.

What we’re looking for

• 3 to 4 years’ relevant work experience.
• Skilled in Forecasting tools such as ARIMA, Exponential Smoothing & Time Series, Erlang C.
• Knowledge in Telephony / Ops infra.

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.

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!