Scheduling Analyst
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
As a Scheduling Analyst you will be responsible for owning the management of all scheduled resources utilising all tools and tactics to ensure that resources are maximised to deal with forecasted customer demand and that shrinkage targets are not over utilised.
What you’ll be doing - Responsible for the short/ medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand. This includes, breaks, lunches and all offline time and processing time to ensure that resources are available to handle all aspects of customer demand
- Managing all resources across all service areas, ensuring that actual scheduled resource activity is manged in line with planned forecast requirements and planned pre agreed shrinkage level targets are based on the short-medium term resource plan that has been agreed and signed off with Planning and Operations
- Responsible for updating and maintain the live staffing plans (8 week plans) with scheduled resource levels and using the intra-day predicted performance levels to maximise resource to ensure that CSL’s and key service measures are protected at all times
- Pro-actively manage all shrinkages by scheduling resource based on targets and availability. Update shrinkage reporting and share with Operations so that they can keep track of offline activity in line with their targets and measures. Highlight where there is room for improvement and escalate areas of concern where shrinkage has been over utilised and may compromise customer service
- Updating and maintaining the Workforce Management solution making sure that all data housed is accurate and up to date, including what skills colleagues have and what calls/ contacts they are trained to take, leavers, new starts, maternity leave and shrinkage levels
- Manage the updating in line with governance processes and procedures whilst adhering to the internal quality checking framework
- Ensuring that shrinkages are not over-utilised, promote additional shrinkage where there is sufficient availability of resource to do so, thus reducing the amount of idle/ available time and maximises resources
- Lead on the weekly Operational planning meetings to take Operational Managers through the predicted performance highlighting key call outs and providing recommendations on any changes that may increase/ improve performance
- Manage the requests for changes in shift patterns/ hours in line with the agreed flexible working policy and timescales and provide recommendations of the requests changes based on service needs. Capture and document rationale as per process
- Update and maintain the staffing document and track actual resource against requirement including attrition levels and highlight/ escalate potential future resource challenges
- Constantly reviewing front-line staff schedules that are on rotation and changing shifts where possible in line with predicted customer demand Optimise scheduled breaks and lunches avoiding known peak times and adhering to working time directive when scheduling
- Manage Annual Leave time off pools in WFM ensuring that the % of shrinkage allocation is sufficient based on the entitlement of front-line colleagues
- Produce monthly Annual Leave usage reporting so that Managers have visibility of Annual Leave at colleague, team and service area level based on used and what is outstanding to schedule
- Update and maintain the skills matrix document in line with process so that all changes are logged and governed and the skills matrix is a live working document and needs to reflect CMS and WFM at all time
What we’re looking for - Strong communication and stakeholder management
- Ability to work under pressure
- Strong organizational, planning and time management skills with the ability to prioritize multiple tasks, working to challenging deadlines
- Experience in resource deployment including shrinkage management
- Proven ability to analyse business issues through data and process analysis, identify root causes and implement appropriate solutions to address
- Solid presentation skills, both written and verbal
- Effective organisation skills
- Strong knowledge of Excel, Word and Power point
- Good understanding of front and back office performance metrics
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!
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