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:31 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 and 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'