Hybrid WFM Planner | Data-Driven Scheduling

Bupa UK; Brighton; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension + life insurance

Onsite gym / local discounts

Online discounts

Job summary

Bupa UK in Brighton is seeking a Workforce Management (WFM) Planner to join our Operations team. This full-time, hybrid role offers 35 hours per week and a starting salary of £37,000 per annum.

You will analyse resource needs, design scheduling solutions, forecast work volumes and monitor performance to support service levels across our global portfolio. Collaborate with stakeholders, adjust intra-day plans, report on key metrics and drive continuous improvement to ensure health services run

Qualifications

• Extensive familiarity with software applications including: MS Excel.
• Workforce Management systems (TotalView / NICE IEX preferable).
• Telephony Platforms (Genesys preferable).
• Email management platforms (eGain preferable).
• Messaging and live chat platforms (LivePerson preferable).
• Other Workforce Management and telephony systems.
• Proven experience in resource planning, MI analysis, or workforce management within a customer service or operations environment.
• Strong stakeholder management skills with the ability to influence and collaborate across teams.
• Analytical mindset with a proactive approach to problem-solving and continuous improvement.
• Excellent communication skills and the ability to translate complex data into clear, actionable plans.

Responsibilities

• Analyse historical and forecasted data to create and publish short- and long-term resource plans.
• Develop and deliver scheduling strategies that support operational performance and service level targets.
• Collaborate with stakeholders across departments to ensure plans meet business needs and reflect how teams work in practice.
• Monitor ongoing and operational performance and variance and adjust intra-day schedules to optimise resource utilisation.
• Track and report on key metrics including call volumes, handle times, queue times, agent availability, and service level adherence.
• Chair regular meetings to review effectiveness of current plan and departmental performance to drive ongoing improved performance and collaboration.
• Identify and communicate the impact of external factors on workload volumes.
• Escalate system issues and coordinate responses across relevant platforms.
• Perform trend analysis to guide strategic decisions and continuous improvement.
• Provide clear, actionable insights and updates to operational teams.
• Act as a key point of contact for queries related to daily planning and scheduling.
• Compare forecasted vs. actual data daily to identify discrepancies.
• Communicate actions and updates to affected business areas.

Skills

Excel

WFM systems

TotalView

NICE IEX

Genesys

eGain

LivePerson

Tools

MS Excel

TotalView

NICE IEX

Genesys

eGain

LivePerson

Job description

Bupa UK in Brighton is seeking a Workforce Management (WFM) Planner to join our Operations team. This full-time, hybrid role offers 35 hours per week and a starting salary of £37,000 per annum.

You will analyse resource needs, design scheduling solutions, forecast work volumes and monitor performance to support service levels across our global portfolio. Collaborate with stakeholders, adjust intra-day plans, report on key metrics and drive continuous improvement to ensure health services run