Resource Planner

NHS National Services Scotland; Glasgow; Hybrid; GBP 31,000 - 40,000; Full time

Job summary

A national health services provider in Glasgow is seeking a Resource Planning expert to enhance operational efficiency in a Contact Centre environment. The role involves forecasting call demands and providing insights on resource deployment for 1000+ staff across various locations. The successful candidate will possess a degree, experience with Workforce Management Systems, and strong numerical and analytical skills. This position offers a hybrid working model, a competitive salary, and comprehensive benefits including 35 annual leave days.

Benefits

35 days annual leave

Pension scheme

Employee discounts

Qualifications

• Proven experience in a Resource Planning role within a Virtual Contact Centre environment.
• Experience operating and maintaining WFM for 1000+ staff.
• Ability to interpret complex information into simple reports.

Responsibilities

• Provide recommendations to Operational Management for resource deployment.
• Forecast call demand for 1000+ staff.
• Design and review shifts and rotas.

Skills

Highly numeric

Analytical skills

Attention to detail

Ability to multitask

Fast-thinking problem-solving

Education

Degree level education or equivalent experience

Tools

Workforce Management System

Job description

Do you have experience in a Resource Planning role within a Contact Centre Environment?

Can you demonstrate experience of operating and maintain a Workforce Management System for 1000+ staff?

Would you describe yourself as highly numeric with a fast-thinking approach to problem solving?

If the above statements describe you, read on to find out more about this exciting opportunity within NHS 24.

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

This post will be based in our Cardonald Regional Centre. NHS 24 also supports Hybrid Working for this role, working 3 days in the office, one of which must be every Monday.

The Role

The role holder will provide recommendations and offer subject matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets.

You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites.

Key Responsibilities

• Offer support and recommendations to Forecasting & Planning Specialist and offer guidance to Resource Planning Scheduler, working as a team to achieve maximum results in resourcing across the organisation.
• Make recommendations to Operational Managers at a national and local level regarding deployment of resource daily.
• Design and review shifts and rotas in line with service requirements for all NHS 24's services. Ensuring the best deployment of resource is achieved to meet all of NHS 24's service level objectives.
• Pro-actively plan staffing for events which will result in changes to call volumes/profiles and required resource levels/deployment, such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter.
• Represent the Resource Planning team in projects and provide input regarding what impact any new or existing developments/initiatives have on our ability to achieve service level and the deployment of resources.
• Deputise for Operational Planning Manager / Forecast & Planning Specialist as and when required.
• Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles.
• Deal with queries from Senior Management regarding resource implications and offer best practice.
• Develop, implement, and maintain the Resource Planning processes and procedures.
• Maintain WFM to ensure all information held on the system is accurate and up to date.
• Ensure all exceptions are captured and reported on through supporting Resource Planners / Resource Planning Scheduler.

Successful Applicant will be:

• Educated to degree level or equivalent experience.
• Experience of operating and maintain a WFM system for 1000+ staff.
• Experience in a Resource Planning role within a Virtual Contact Centre environment.
• Highly numeric with a fast-thinking approach to problem solving.
• Ability to multitask, work to tight timescales whilst maintaining excellent attention to detail.
• Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers.
• Well developed analytical skills with a high level of PC literacy
• Ability to work both independently and with others with minimal supervision.
• Flexible and adaptable in their approach

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 5 (£31,892 - £39,735) Per Annum. Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.