Forecasting Planner

Diligenta Limited; Stirling; On-site; GBP 35,000 - GBP 50,000; Full time

Job summary

A dynamic financial services provider is seeking a Forecasting Planner to join their team in Stirling. This role involves developing accurate demand forecasts across various channels while applying advanced forecasting methodologies. The ideal candidate will have up to 5 years of experience in resource planning within a customer service context, with strong analytical capabilities and knowledge of workforce management tools. This position is critical for maximizing operational efficiency and delivering exceptional service quality.

Benefits

33 days including Bank Holidays

Discretionary annual bonus scheme

Personal and career development opportunities

Access to Perks at Work

Cycle to Work Scheme

Wellbeing programme

Contributory pension scheme

Group Life Assurance

Group Income Protection

Qualifications

• Up to 5 years’ experience in forecasting and resource planning.
• Strong analytical skills to predict future demand.
• Experience managing real-time performance.
• Ability to present data insights clearly to stakeholders.

Responsibilities

• Developing and maintaining demand and resource forecasts.
• Applying advanced forecasting techniques.
• Ensuring service level performance and utilisation.
• Leading projects and analysing data for insights.

Skills

Forecasting and resource planning

Data analysis

Advanced forecasting methodologies (ARIMA, Time Series)

Excel and spreadsheet management

Workforce Management tools (NICE, Verint, Genesys)

Scenario modelling

Understanding of customer journeys

Tools

Excel

Workforce Management tools

Job description

• Edinburgh, Stirling, Peterborough - Lynch Wood, Bristol

Forecasting Planner

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!