NHS Business Services Authority

Workforce Planning Analyst

The closing date is 10 June 2025

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.

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

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're proud to be part of something meaningful, that touches millions of lives. We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow. As one of the UK's Best Big Companies to work for, we're 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work. We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more. Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most! Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you. We are people connected to care.

Date posted

27 May 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year

Contract

Permanent

Working pattern

Full-time

Reference number

914-BSA7222230

Job locations

NHS Business services Authority, Bridge House

152 Pilgrim Street

Newcastle Upon Tyne

NE1 6SN

Job description

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.