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What you'll be doing
- Develop and maintain end-to-end resource planning cycles, ensuring accurate forecasting and planning aligned with operational needs.
- Leverage expertise in Workforce Engagement (WFE), including Workforce Management (WFM) - Real-Time Analytics (RTA), Scheduling, Planning, and Workforce Optimization (WFO)
- Expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standards
- Complete accurate manpower planning models ensuring that the business has a comprehensive understanding of demand and supply
- Provide recommendations for staffing changes, including hiring, overtime, and shift adjustments based on forecasted demand
- drive informed decision-making and enhance service delivery across Diligenta's client base, both existing and new
- Enhance business efficiency with predicted forecasting while improving customers' experience.
- Ability to translate complex data insights into strategic workforce planning decisions.
- Maintaining strong relationships with stakeholders across a variety of accounts
- identify trends, drive improvements, and support decision-making for workforce and customer journey management.
- Collaborate closely with operational teams to embed best practices in forecasting, scheduling, and performance management.
- Forecast the number of customer interactions (calls, complaints, back-office tasks) to ensure proper staffing and resource allocation.
What we're looking for
- Expertise with WFE, WFM and WFO to safeguard the customer's journey.
- Proficiency in Erlang 'C'
- Hands on experience working on Verint / NICE / Genesys / Active OPS schedulers (not mandatory)
- Great communication skills with a variety of accounts including stakeholders.
- Strong background in contact centre telephony, back office, and complaints processing
- Experience in implementing and maintaining forecasting and planning frameworks within a dynamic environment.
- Experience within the industries of Life Insurance, pensions or financial services is desirable.
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!
