Job summary
Workforce Scheduling and Planning Manager
AFC Band 7 - £41,659 to £47,672 per annum.
Location: HQ, Newburn.
Fixed Term until 31.03.23
An exciting opportunity has arisen to work in our Emergency
Operations Centre (EOC), based at Ambulance Headquarters, as a Workforce
Scheduling and Planning Manager.
In this role, you will be responsible for full
end-to-end resource planning for our EOC, including responsibility for
forecasting, scheduling, capacity planning and intraday management functions.
This is vital to ensure we efficiently manage resource in the face of an
unprecedented increase in demand across NHS111, 999 and Patient Transport
Services.
The post holder will also be responsible for providing
insights on sizing future staffing requirements, working closely with senior
stakeholders across operations, finance, training, recruitment and the wider
NHS network.
You will need to have:
A degree
level qualification in a relevant business discipline or significant relevant
experience.
Significant
experience of forecasting, scheduling, planning and data analysis in a customer
contact centre environment.
Experience
of managing staff.
Your expertise across a multi-site, multi-skilled
environment will be essential to support the Trust in delivering to stretching
standards and targets all designed to ensure patient safety.
For informal enquiries please contact Aaron Bahanda (Head of
Resourcing and Business Planning) via email to aaron.bahanda@neas.nhs.uk
Main duties of the job
The Workforce Scheduling and Planning Manager will be responsible for delivering accurate manpower/ forecast plans for the Emergency Operations Centre, enabling teams to maximise resources to meet business requirements. This will be achieved through expertise and experience in utilisation, development and use of Workforce Management systems.
Managing and developing a team of forecasting, scheduling / planning and Intraday / realtime Analysts, you will be responsible for the maintenance of the chosen scheduling andforecasting system to aid the Operations Centre in maximising efficiency, whilst workingwith the Operations Centre staff to attain a high degree of work life balance.
Working with and through Operations Centre management, Duty Managers and TeamLeaders to ensure that NEAS is in the best position possible to achieve KPIs.
Playing a key role in driving service level consistency for NEAS patients and beingresponsible for maximising workforce operational resource by driving cost-effectivenessand staff efficiencies whilst enabling a safe and consistent service.
Supporting and enabling the cost improvement agenda through building strong links withthe appropriate parties and utilising the Workforce Management System effectively.
About us
We
employ 3,500 staff in 63 locations and serve a population of 2,600,000 in
Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square
miles.
Many
people think the job of the ambulance service is to collect patients and take
them to hospital, but we do much more!
Paramedic
skills have developed hugely in recent years, meaning we carry out more
treatment at the scene and en-route to hospital.
We
have a dedicated clinical assessment service that allows us to provide patients
with the most appropriate care from the beginning of the patient journey.
We
have a specialised branch of the Trust called HART which deal with explosions
or terrorist attacks.
Ultimately
patients are the heart of everything that we do to support our mission of
"safe, effective and responsive care for all".
We
value and respect the diversity employees bring to our workplace. We recruit a
workforce that reflects the community we serve, and welcome applications from
people from all backgrounds. To
ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold
employer, Disability Confident Leader, Dyslexia Smart Award employer,
Dementia Friendly, and part of Mind Blue Light programme and the Race at Work
Charter from the Princes Responsible Business Network and are achieving across
all objectives in NHS Equality Delivery System.
Job description
Job responsibilities
Essential -EDUCATION, QUALIFICATIONS and TRAINING
Educated to degree level in relevant discipline or significant relevant experience in forecasting, scheduling, and planning and data analysis in a customer contact centre environment.
Recognised qualifications in Microsoft Excel to an advanced level or demonstrable skills gained through significant experience.
Confirmation of training completed in the use of recognised workforce management software.
Desirable -EDUCATION, QUALIFICATIONS and TRAINING
Industry recognised qualification in resource planning (PPF or similar)
Essential - KEY SKILLS, KNOWLEDGE and APTITUDE
2 4 years previous experience of delivery in a 24/7 Operational / Contact Centre.
Specialist and significant knowledge of workforce management systems including implementation, system use, development and configuration.
Specialist knowledge of core concepts of Contact Centre planning including:
Forecasting
Scheduling design and creation
Service level and intra-day management
Analysis and reporting of Operations Centre performance
Experience of managing staff
Experience of resource planning experience gained within a multisite contact centre environment
Desirable - KEY SKILLS, KNOWLEDGE and APTITUDE
Demonstrable knowledge of complexity of scheduling in a multi skill,multi-channel, 24/7environment.
Experience of major working pattern redesign and successful implementation.
Essential - EXPERIENCE
Management and leadership of a team of forecasting, planning, scheduling and Intraday Analysts.
Communication and negotiation at a senior management level.
Previous experience of delivery in contact centre workforce planning utilising a workforce management system.
Knowledge of databases.
Experience in writing procedures and processes.
Previous active exposure to major workforce projects.
Desirable - EXPERIENCE
Previous experience of delivery in contact centre workforce planning utilising a workforce management system within the public sector.
Essential - DISPOSITION / PERSONAL ATTRIBUTES
Ability to manage staff and work on own initiative.
Excellent verbal & written communication skills.
Experience and developed skills in presenting highly complex data and information to nontechnical managers and staff at senior levels.
Ability to see wider implications, consequences and connections for all issues.
Excellent presentation skills needed for presentations to large groups.
Strong analytical Skills.
Drafting and reporting skills.
Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
Ability to handle sensitive or confidential information.
Essential - SPECIAL REQUIREMENTS / OTHER
Able to travel both within adesignated area andnationally.
Job description
Job responsibilities
Essential -EDUCATION, QUALIFICATIONS and TRAINING
Educated to degree level in relevant discipline or significant relevant experience in forecasting, scheduling, and planning and data analysis in a customer contact centre environment.
Recognised qualifications in Microsoft Excel to an advanced level or demonstrable skills gained through significant experience.
Confirmation of training completed in the use of recognised workforce management software.
Desirable -EDUCATION, QUALIFICATIONS and TRAINING
Industry recognised qualification in resource planning (PPF or similar)
Essential - KEY SKILLS, KNOWLEDGE and APTITUDE
2 4 years previous experience of delivery in a 24/7 Operational / Contact Centre.
Specialist and significant knowledge of workforce management systems including implementation, system use, development and configuration.
Specialist knowledge of core concepts of Contact Centre planning including:
Forecasting
Scheduling design and creation
Service level and intra-day management
Analysis and reporting of Operations Centre performance
Experience of managing staff
Experience of resource planning experience gained within a multisite contact centre environment
Desirable - KEY SKILLS, KNOWLEDGE and APTITUDE
Demonstrable knowledge of complexity of scheduling in a multi skill,multi-channel, 24/7environment.
Experience of major working pattern redesign and successful implementation.
Essential - EXPERIENCE
Management and leadership of a team of forecasting, planning, scheduling and Intraday Analysts.
Communication and negotiation at a senior management level.
Previous experience of delivery in contact centre workforce planning utilising a workforce management system.
Knowledge of databases.
Experience in writing procedures and processes.
Previous active exposure to major workforce projects.
Desirable - EXPERIENCE
Previous experience of delivery in contact centre workforce planning utilising a workforce management system within the public sector.
Essential - DISPOSITION / PERSONAL ATTRIBUTES
Ability to manage staff and work on own initiative.
Excellent verbal & written communication skills.
Experience and developed skills in presenting highly complex data and information to nontechnical managers and staff at senior levels.
Ability to see wider implications, consequences and connections for all issues.
Excellent presentation skills needed for presentations to large groups.
Strong analytical Skills.
Drafting and reporting skills.
Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
Ability to handle sensitive or confidential information.
Essential - SPECIAL REQUIREMENTS / OTHER
Able to travel both within adesignated area andnationally.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant discipline or significant relevant experience in forecasting, scheduling, and planning and data analysis in a customer contact centre environment.
- Recognised qualifications in Microsoft Excel to an advanced level or demonstrable skills gained through significant experience.
- Confirmation of training completed in the use of recognised workforce management software.
Desirable
- Industry recognised qualification in resource planning (PPF or similar).
Experience
Essential
- Management and leadership of a team of forecasting, planning, scheduling and Intraday Analysts.
- Communication and negotiation at a senior management level.
- Previous experience of delivery in contact centre workforce planning utilising a workforce management system.
- Knowledge of databases.
- Experience in writing procedures and processes.
- Previous active exposure to major workforce projects.
Desirable
- Previous experience of delivery in contact centre workforce planning utilising a workforce management system within the public sector.
Personal Attributes
Essential
- Ability to manage staff and work on own initiative.
- Excellent verbal & written communication skills.
- Experience and developed skills in presenting highly complex data and information to nontechnical managers and staff at senior levels.
- Ability to see wider implications, consequences and connections for all issues.
- Excellent presentation skills needed for presentations to large groups.
- Strong analytical Skills.
- Drafting and reporting skills.
- Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
- Ability to handle sensitive or confidential information.
- Able to travel both within a designated area and nationally.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant discipline or significant relevant experience in forecasting, scheduling, and planning and data analysis in a customer contact centre environment.
- Recognised qualifications in Microsoft Excel to an advanced level or demonstrable skills gained through significant experience.
- Confirmation of training completed in the use of recognised workforce management software.
Desirable
- Industry recognised qualification in resource planning (PPF or similar).
Experience
Essential
- Management and leadership of a team of forecasting, planning, scheduling and Intraday Analysts.
- Communication and negotiation at a senior management level.
- Previous experience of delivery in contact centre workforce planning utilising a workforce management system.
- Knowledge of databases.
- Experience in writing procedures and processes.
- Previous active exposure to major workforce projects.
Desirable
- Previous experience of delivery in contact centre workforce planning utilising a workforce management system within the public sector.
Personal Attributes
Essential
- Ability to manage staff and work on own initiative.
- Excellent verbal & written communication skills.
- Experience and developed skills in presenting highly complex data and information to nontechnical managers and staff at senior levels.
- Ability to see wider implications, consequences and connections for all issues.
- Excellent presentation skills needed for presentations to large groups.
- Strong analytical Skills.
- Drafting and reporting skills.
- Flexible, Good Team Player. Well organised. Able to work to tight deadlines & prioritise tasks.
- Ability to handle sensitive or confidential information.
- Able to travel both within a designated area and nationally.
Employer details
Employer name
North East Ambulance Service NHS Foundation Trust
Address
Ambulance HQ, Bernicia House
Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Employer's website
https://www.neas.nhs.uk/ (Opens in a new tab)
