Workforce Planning Analyst

Mapyx Limited; Hartlepool; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a dedicated Workforce Planning Analyst to join their dynamic team. In this role, you will be pivotal in optimizing resource utilization and ensuring that service levels are met. You will manage scheduling, analyze data trends, and support the operational team in achieving their goals. This position offers a hybrid working model, allowing you to balance your work and home life effectively. With a commitment to diversity and inclusion, this organization values your unique contributions and provides opportunities for personal and professional growth. Join a team where your efforts truly make a difference in the healthcare sector!

Benefits

27 days leave plus 8 bank holidays

Opportunities for development

Employee Assistance programme

Various salary sacrifice schemes

Excellent pension

High street and online discounts

Qualifications

• Experience in resource planning within a contact centre environment.
• Working knowledge of Excel and data analysis systems.

Responsibilities

• Plan activities to maximize resource utilization and meet service levels.
• Manage holiday processes and ensure fair allocation of time off.
• Analyze data trends and recommend changes for performance improvement.

Skills

Excel Spreadsheets

Data Analysis

Call Centre Operations Knowledge

Workforce Management Systems

Negotiation Skills

Organizational Skills

Attention to Detail

Multi-tasking

Education

NVQ Level 1

NVQ Level 3

Tools

Verint Workforce Optimisation

Amazon Connect

Job description

NHS Business Services Authority

About

The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.

The NHSBSA will not normally re-engage a former employee in any capacity including in a self-employed/consultancy capacity; through an agency; in a temporary or permanent post or to a supply list, for a period of 12 months after the redundancy date.

Key details

Location:
Site: Bridge House
Address: 152 Pilgrim Street
Town: Newcastle Upon Tyne
Postcode: NE1 6SN
Region: Tyne and Wear

Contract type & working pattern
Contract: Permanent
Hours: Full time - 37.5 hours per week

Salary
Salary: £24,625 - £25,674 per annum
Salary period: Yearly
Grade: (NHS AfC: Band 3)

Main area
Workforce Planning Analyst

Job Overview

As part of the Workforce Management Team you will be responsible for ensuring that Real Time, Workflow, Planning & MI activities are dealt with in a timely and complete manner. You will ensure that information held on the Workforce Management Tool, ACD and other systems is accurate.

What do we offer?

Hybrid working offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it. 27 days leave (increasing with length of service) plus 8 bank holidays. Opportunities for development, Active wellbeing and inclusion networks, Excellent pension, Various salary sacrifice schemes, Employee Assistance programme, offering free 24/7 support for you and your loved ones, Access to a wide range of benefits and high street and online discounts.

Advert

Working as part of a team you will support the business in the pursuit of maximising performance through management of planned offline activity, shrinkage optimisation and central holiday management in the centres. You will oversee the short-term forecasts, and resource planning cycles for relevant business areas. You will analyse data trends, forecast issues and recommend changes.

Working for our organisation

Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow. As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work. We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more. Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you. We are people connected to care.

Detailed Job Description And Main Responsibilities

In this role, you are accountable for:

• Effective planning of activities (e.g. training, team meetings, and other shrinkage activities) to ensure that resource utilisation is maximised, and that the achievement of target service levels are not compromised.
• Management of holiday process for the operation, ensuring that holidays do not exceed planned thresholds, while ensuring that all holidays are allocated on a fair basis. Communicate directly with staff and managers throughout the annual leave process.
• Actively attend appropriate meetings with the operation to manage daily workloads and performance and share the resourcing picture. Communicate performance impacts and achievements through written and verbal means.
• Analyse real time service level impacts and take action to ensure service level targets are met. Monitor work queues and agent activities. Negotiate with operational management when shrinkage activities are repositioned.
• Translation of weekly/daily call centre resource plans through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas.
• Work independently and as part of a team to ensure all scheduling deadlines are met.
• Responsibility for the administration of the Workforce Management system and ACD ensuring that they are kept up-to-date and 100% accurate with staff and schedule data.
• Updates, prepares, and inputs accurate relevant statistical data for management reports on a regular basis (daily/weekly/monthly).
• Liaise with IT providers to ensure that staff has appropriate access to WFM systems.
• Provide administrative support as required by Contact Centre Management Team. Produce ad-hoc statistical information when required.
• Responsible for the security of documents, information, and equipment under post holder's control, in accordance with NHSBSA policy.
• Regularly review personal development objectives to identify development opportunities that will continuously enhance existing skills. Ensure skills and competencies are updated in line with any changing requirements of the post.
• Attend Forums and Conferences relevant to the role, as and when required.
• Attend other NHS sites for meetings or visits relevant to the role, as and when required.
• Carry out any additional duties and responsibilities as required, commensurate with the job grading.
  
  

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we've recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

A copy of our Privacy Notice is available to view at the link below:

NHSBSA Privacy Notice

Person specification

Qualifications

Essential criteria

• NVQ Level 1 or similar in relevant discipline or previous relevant experience.
  
  

Desirable criteria

• NVQ Level 3
• Recognised qualifications in Microsoft applications.
  
  

Personal Qualities, Knowledge, and Skills

Essential criteria

• Working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
• Data analysis and associated systems.
• Knowledge of call centre operations.
• Knowledge of workforce management systems.
• Ability to work accurately with attention to detail and with limited supervision.
• Ability to work effectively as part of a team.
• Good organisational skills.
• Ability to analyse figures and data.
• Ability to multi-task.
• Ability to work on own initiative and prioritise and deliver objectives within agreed timescales.
• Negotiation and influencing skills.
• Ability to relate well and develop good working relationships with all contacts.
• Adaptable and willing to learn new skills.
• Ability to communicate with stakeholders and customers of all levels.
  
  

Desirable criteria

• Verint Workforce Optimisation
• Verint Operations Manager
• Amazon Connect (SmartAgent)
• Report Writing Skills
• Presentation Skills
  
  

Experience

Essential criteria

• Demonstrable previous relevant experience in resource planning within a contact centre environment.
  
  

Desirable criteria

• Experience of planning for a back-office environment
  
  

Further details / informal visits contact

Name: Ryan Wilson
Job title: Forecast, Planning & MI Analyst
Email address: [email protected]