Job summary
An exciting opportunity has arisen to join our already successful and professionally accredited Workforce Management Team as a Forecast, Planning & MI Analyst. The position will take a leading role in shaping planning across the service over the coming years as the organisation evolves and strives for greater efficiency as well as maximising new business opportunities.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
- This post is open to both sites in Newcastle and Fleetwood.
Main duties of the job
You will have responsibility for Real Time and Workflow management, forecasting and coordinating resource planning activities within the Contact Centre and Back Office functions across Citizen Services. With a specific focus on working pattern flexibility, resource optimisation and holiday/shrinkage control to enable all departments to achieve Service Level Agreements. To develop and provide management information statistics to all team managers and relevant stakeholders throughout Citizen Services to enable the business to drive performance.
You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.
Experience of working in a similar role within a Contact Centre or Back Office is essential. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.
The post holder will have sound working knowledge of WFM systems, ideally Verint, as well as experience working with skill based routing workflow/telephony systems.
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
In this role, you are accountable for:
- Forecasting analyse and interpret historic and other trend and campaign information to create robust contact volume, AHT and processing rate forecasting at a weekly, daily and intraday level.
- Planning/Scheduling Schedule colleagues effectively to meet the contact demand profile for each of the contact types handled by the Citizen Services, whilst planning in known shrinkage to make optimum use of the staffing available whilst maintaining service level agreements.
- Team Management responsible for managing and developing the WFM Support Analysts, taking responsibility for their personal development and providing coaching and guidance when required.
- Service Delivery Management responsible for Real Time and Workflow Management and leading the team of WFM Support Analysts to ensure a balanced service is delivered to the customers. Ensuring the SLAs are maintained for all contact types, alongside an appropriate advisor experience.
- Accountable for shrinkage optimisation and co-ordination, by managing holidays and other controllable shrinkage to ensure it is correctly planned and geared toward maximum use of available resource.
- Develop skills/training plans to ensure sufficient staffing levels with correct skill sets are maintained to achieve all the service levels that Student Services is accountable for.
- Provide accurate and timely Management Information, statistical data and insightful analysis on a regular basis to agreed specifications.
- Compile and produce in-depth reports on both a regular and ad-hoc basis for specific topics of analysis.
- Undertake the development of a Management Information statistics system and proactively identify and implement more effective and efficient ways of analysing and presenting information.
- Plan activities to support business planning and service improvement activities by identifying and analysing trends and proposing changes during/after the compilation of information.
- Participate in project work to develop Citizen Services Initiatives; when required.
- Respond to queries and requests for information and statistics and liaise with internal and external contacts to clarify requirements or relay relevant data information.
- To be the management information system co-ordinator involved in maintaining the information systems used for data collection and analysis. To be the central contact for all divisional queries/access problems.
- Design and create spreadsheets for the provision of management statistics information reports in a usable format.
- 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.
Further detail is available on the Job Description.
Job description
Job responsibilities
In this role, you are accountable for:
- Forecasting analyse and interpret historic and other trend and campaign information to create robust contact volume, AHT and processing rate forecasting at a weekly, daily and intraday level.
- Planning/Scheduling Schedule colleagues effectively to meet the contact demand profile for each of the contact types handled by the Citizen Services, whilst planning in known shrinkage to make optimum use of the staffing available whilst maintaining service level agreements.
- Team Management responsible for managing and developing the WFM Support Analysts, taking responsibility for their personal development and providing coaching and guidance when required.
- Service Delivery Management responsible for Real Time and Workflow Management and leading the team of WFM Support Analysts to ensure a balanced service is delivered to the customers. Ensuring the SLAs are maintained for all contact types, alongside an appropriate advisor experience.
- Accountable for shrinkage optimisation and co-ordination, by managing holidays and other controllable shrinkage to ensure it is correctly planned and geared toward maximum use of available resource.
- Develop skills/training plans to ensure sufficient staffing levels with correct skill sets are maintained to achieve all the service levels that Student Services is accountable for.
- Provide accurate and timely Management Information, statistical data and insightful analysis on a regular basis to agreed specifications.
- Compile and produce in-depth reports on both a regular and ad-hoc basis for specific topics of analysis.
- Undertake the development of a Management Information statistics system and proactively identify and implement more effective and efficient ways of analysing and presenting information.
- Plan activities to support business planning and service improvement activities by identifying and analysing trends and proposing changes during/after the compilation of information.
- Participate in project work to develop Citizen Services Initiatives; when required.
- Respond to queries and requests for information and statistics and liaise with internal and external contacts to clarify requirements or relay relevant data information.
- To be the management information system co-ordinator involved in maintaining the information systems used for data collection and analysis. To be the central contact for all divisional queries/access problems.
- Design and create spreadsheets for the provision of management statistics information reports in a usable format.
- 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.
Further detail is available on the Job Description.
Person Specification
Qualifications
Essential
- NVQ Level 3 or Diploma in relevant discipline or significant previous relevant experience.
Desirable
- ECDL.
- Degree level in relevant discipline regarding data analysis.
- Recognised qualifications in Microsoft Excel to an advanced level.
Personal Qualities, Knowledge and Skills
Essential
- Excellent working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
- Working knowledge of Excel macros/VBA.
- Data analysis and associated systems.
- Knowledge of call centre modelling.
- Extensive knowledge of workforce management systems.
- Analytical problem solving.
- Ability to work accurately with attention to detail and with minimal supervision.
- Ability to work effectively as part of a team.
- Good organisational skills.
- Ability to analyse complex 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 including senior management.
Desirable
- Microsoft Access.
- SQL.
- Verint workforce management.
- EG Optimize workforce management.
- Avaya CMS reporting.
- Report writing skills.
- Presentational skills.
Experience
Essential
- Demonstrable previous relevant experience in data analysis, retrieval and resource planning within a contact centre environment.
Desirable
- Experience of planning for Back Office.
Person Specification
Qualifications
Essential
- NVQ Level 3 or Diploma in relevant discipline or significant previous relevant experience.
Desirable
- ECDL.
- Degree level in relevant discipline regarding data analysis.
- Recognised qualifications in Microsoft Excel to an advanced level.
Personal Qualities, Knowledge and Skills
Essential
- Excellent working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
- Working knowledge of Excel macros/VBA.
- Data analysis and associated systems.
- Knowledge of call centre modelling.
- Extensive knowledge of workforce management systems.
- Analytical problem solving.
- Ability to work accurately with attention to detail and with minimal supervision.
- Ability to work effectively as part of a team.
- Good organisational skills.
- Ability to analyse complex 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 including senior management.
Desirable
- Microsoft Access.
- SQL.
- Verint workforce management.
- EG Optimize workforce management.
- Avaya CMS reporting.
- Report writing skills.
- Presentational skills.
Experience
Essential
- Demonstrable previous relevant experience in data analysis, retrieval and resource planning within a contact centre environment.
Desirable
- Experience of planning for Back Office.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
