Who are Diligenta?
Our 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:
We’re looking for a proactive Real Time Queue Management (RTQM) Analyst to ensure seamless intraday queue management, reporting, and real-time insights across our operations. In this key role, you’ll help maintain service levels by managing staffing adjustments, short-term forecasting, and optimizing resource allocation to deliver the best customer experience.
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:
*Monitor operations in real time, providing performance insights and direction to meet service level targets.
*Manage agent activity (on-call and off-call) to optimize staffing and reduce customer wait times.
*Deliver intraday reports and performance updates to support operations.
*Respond to service level changes by adjusting staffing or rebalancing call volumes.
*Analyse performance data to identify trends and opportunities for improvement.
*Collaborate with internal teams to solve staffing and performance challenges.
*Ensure compliance with real-time processes and maintain operational efficiency.
What we’re looking for:
*2-3 years of experience in a Real Time Analyst role.
*Expertise in workforce management tools such as Cisco, Verint (essential), Nice, or Genesys.
*Strong MS Excel and MS Access skills for data analysis and reporting.
*Solid understanding of contact centre metrics and operational processes.
*Excellent communication skills, both written and verbal, across all levels of the business.
*A problem-solving mindset with the ability to identify areas for improvement.
*Flexibility and adaptability to meet changing business demands.
*Proven experience in change management.
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!