Workforce Planning Analyst

NHS; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000

Job description

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?

1. 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.
2. 27 days leave (increasing with length of service) plus 8 bank holidays.
3. Opportunities for development.
4. Active wellbeing and inclusion networks.
5. Excellent pension.
6. Various salary sacrifice schemes.
7. Employee Assistance programme, offering free 24/7 support for you and your loved ones.
8. Access to a wide range of benefits and high street and online discounts.

Main duties of the job

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.

About us

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.

Job responsibilities

In this role, you are accountable for

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Work independently and as part of a team to ensure all scheduling deadlines are met.
7. 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.
8. Updates, prepares, and inputs accurate relevant statistical data for management reports on a regular basis (daily/weekly/monthly).
9. Liaise with IT providers to ensure that staff has appropriate access to WFM systems.
10. Provide administrative support as required by Contact Centre Management Team. Produce ad-hoc statistical information when required.
11. Responsible for the security of documents, information, and equipment under post holders control, in accordance with NHSBSA policy.
12. 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.
13. Attend Forums and Conferences relevant to the role, as and when required.
14. Attend other NHS sites for meetings or visits relevant to the role, as and when required.
15. Carry out any additional duties and responsibilities as required, commensurate with the job grading.

Person Specification

Qualifications

• NVQ Level 1 or similar in relevant discipline or previous relevant experience.
• Recognised qualifications in Microsoft applications.

Personal Qualities, Knowledge, and Skills

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

Experience

• Demonstrable previous relevant experience in resource planning within a contact centre environment.
• Experience of planning for a back-office environment.