Job summary
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.
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.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- Access to a wide range of benefits and high street discounts!
Main duties of the job
Working as part of a team you will support the business in the pursuit of maximizing performance through management of real-time performance, planned offline activity, shrinkage optimization and centralized holiday management.
You will oversee the short-term forecasts and resource planning cycles for relevant business areas. You will analyse data trends, identify anyissuesand recommend changes.
The post holder will have sound working knowledge of WFM systems, ideally Verint and/or Cisco, 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.
You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
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:
- 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 holders 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.
Job description
Job 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 holders 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.
Person Specification
Personal Qualities, Knowledge, and Skills
Essential
- 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
- Verint Workforce Optimisation
- Verint Operations Manager
- Webex Contact Centre
- Report Writing Skills
- Presentation Skills
Experience
Essential
- Demonstrable previous relevant experience in resource planning within a contact centre environment.
Desirable
- Experience of planning for a back-office environment
Qualifications
Essential
- NVQ Level 1 or similar in relevant discipline or previous relevant experience.
Desirable
- NVQ Level 3
- Recognised qualifications in Microsoft applications.
Person Specification
Personal Qualities, Knowledge, and Skills
Essential
- 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
- Verint Workforce Optimisation
- Verint Operations Manager
- Webex Contact Centre
- Report Writing Skills
- Presentation Skills
Experience
Essential
- Demonstrable previous relevant experience in resource planning within a contact centre environment.
Desirable
- Experience of planning for a back-office environment
Qualifications
Essential
- NVQ Level 1 or similar in relevant discipline or previous relevant experience.
Desirable
- NVQ Level 3
- Recognised qualifications in Microsoft applications.
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).
