Job Description

The Opportunity:

An exciting opportunity has come available for an experienced planning specialist to lead the strategic and long-range planning element of the critical, specialist planning function at Diligenta.

You are responsible for developing and delivering strategies which ensure optimal and adequate resource is available across all operational services to deliver an outstanding, effortless service to our internal and external customers.

If you are interested in working for a company that offers good progression routes, flexible working, and a great work culture, please apply today!

You\'ll will/be:

• Demonstrating exceptional knowledge and experience of the end-to-end Resource Planning cycle
• Responsible for engaging with wider functions across various directorates
• Provide actionable insights and recommendations based on demand analysis to drive process improvements, enhance customer satisfaction, and optimize contact centre efficiency
• Collaborate with cross functional teams to scope and review all change
• Cultivate data and provide strategic forecasting and planning which will drive both operational and financial decisions
• Conduct in-depth analysis of all resourcing impacts such as customer interactions, call volumes, handle times, and other relevant metrics to identify opportunities for process optimization and enhanced customer experience
• Present findings and recommendations to key stakeholders in a clear and concise manner

• Strong organizational, planning and time management skills with the ability to prioritize multiple tasks, working to challenging deadlines
• Extensive resource planning experience particularly in a long-range, strategic capacity
• Committed team player with the ability to lead and coach others, promote teamwork across the planning community
• Exceptional analytical and numeracy skills
• Excellent communication skills, both verbal and written, with the ability to present complex information to non-technical stakeholders
• A self-starter with a proactive approach to problem-solving and a desire to continuously learn and improve
• Experience working with contact centre technologies and platforms (eg, CRM, IVR) is a plus
• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Access to our Confidential Helpline is available to be used by you and your family

Sanderson Recruitment