Job summary
We have an exciting opportunity for a Senior
Capacity Analyst who will provide a medium
to long term insight in to key activities and growth plans, with timely action
and intervention to maintain business performance. NHS 111 is a free to use telephony and internet based
none emergency health care helpline that provides support for patients with
none emergency healthcare problems to locate correct medical services for their
needs. NHS 111 operates on a 24 x 7 x 365 days per year basis across the whole
of England.
This
is an exciting period of growth for the service which has led to the creation
of a Senior Capacity Planning Analyst role which will help us remain scalable
whilst continuing to deliver key KPIs and within budgetary constraints
Main duties of the job
The post holder will support the delivery of high
quality services with key responsibilities including:
-
Creating, developing
and maintaining new medium to long term forecasting, recruitment and budgetary
models incorporating projected performance outputs and recommending change to
mitigate impact
-
Tracking and
reporting on budgetary trend variation planned vs. actual with supporting
recommendations based on analysis
-
Forward planning
recruitment requirements including timing, location, and shift patterns.
-
Developing and
maintaining medium to long term shrinkage planning methodology seeking
automated solutions whenever possible
-
Tracking and maintaining annual leave allocation, usage and
methodology
About us
DHU 111 (East Midlands) CIC is
one of the leading providers of contact centre based NHS 111 services in
England, having recently been inspected and rated Outstanding by the Care
Quality Commission. We currently deal with 1.7 million calls a year from a population
size of 5 million patients across the East Midlands and Milton Keynes.
We currently have a direct
workforce of 600 agents across 3 contact centre sites in Derby, Leicester and
Chesterfield.
NHS 111 is a free to use
telephony and internet based non-emergency health care helpline that provides
support for patients with none emergency healthcare problems to locate correct
medical services for their needs. NHS 111 operates on a 24 x 7 x 365 days per
year basis across the whole of England.
Job description
Job responsibilities
Key Areas of Responsibility and
Accountability
- Create develop and maintain new
medium to long term forecasting, recruitment and budgetary models incorporating
projected performance outputs and recommending change to mitigate impact
- Track and report on budgetary trend
variation planned vs. actual with supporting recommendations based on
analysis To be responsible for forward
planning recruitment requirements including timing, location, and shift
patterns.
- Develop and maintain medium to
long term shrinkage planning methodology seeking automated solutions whenever
possible
- Track and maintain Annual Leave
allocation, usage and methodology
Job description
Job responsibilities
Key Areas of Responsibility and
Accountability
- Create develop and maintain new
medium to long term forecasting, recruitment and budgetary models incorporating
projected performance outputs and recommending change to mitigate impact
- Track and report on budgetary trend
variation planned vs. actual with supporting recommendations based on
analysis To be responsible for forward
planning recruitment requirements including timing, location, and shift
patterns.
- Develop and maintain medium to
long term shrinkage planning methodology seeking automated solutions whenever
possible
- Track and maintain Annual Leave
allocation, usage and methodology
Person Specification
Experience
Essential
- Experience in workforce planning at management level with extensive working knowledge of either Injixo, NICE, Quinyx, Teleopti, Genesys, ASPECT, Avaya/Verin
- Experience of forecasting and budgetary model building, ideally from scratch
- Effectiveness and confidence in communicating with the ability to engage and influence at all levels
- Analytical thinking and problem solving skills
- Expert knowledge of workforce management systems and Microsoft Excel, with experience in strategic change planning followed up by implementation.
- Practical knowledge of telephony set ups and call flows, preferably Mitel, Aspect, Avaya, and CISCO
- Excellent written, verbal and visual communication skills with ability to adapt communication style to differing audiences in an effective manner.
Behavioral Criteria
Essential
- Planning anticipation and timely identification of performance / budgetary opportunities for improvement using data, historical experience and analysis, combined with future visions
- Analytical thinking the ability to process raw information and undefined problems into specific workable components that in turn identify the salient issues. This should produce logical conclusions with assumptions and anticipated potential obstacles
- Problem solving root cause analysis with ability to present recommendations for solutions and continuous improvement
- Planning and organisation results orientated, managing multiple activities ensuring timely and accurate completion. Flexibility in working hours to ensure quality task completions within agreed timescales
- Communication excellent written, verbal and visual communication skills with ability to adapt communication style to differing audiences in an effective manner. Ability to negotiate in order to find mutually acceptable solutions
- Team Orientation - a team player willing to be hands on when required. Respects other peoples feelings and viewpoints.
- Ability to handle conflict in a positive manner
- Resilience and Autonomy can deal with challenging people and scenarios remaining level headed and professional at all times. Ability to work in environment that promotes autonomy and self-driven solution initiatives.
- Sense of humour!
Person Specification
Essential
- Effective and confident communicator with the ability to engage and influence at all levels
- Displays sound analytical and judgement skills, demonstrating strong commercial awareness and creative solution finding techniques
- At least 4 years working as a workforce planning professional at management level with extensive working knowledge of either Injixo, NICE, Quinyx, Teleopti, Genesys, ASPECT, Avaya/Verint
- Experience of forecasting and budgetary model building, ideally from scratch
- Workable knowledge of ERLANG application both inside and outside of workforce systems
- Previous experience of shift pattern reviews and implementation preferable
- Practical knowledge of telephony set ups and call flows, preferably Mitel, Aspect, Avaya, and CISCO
- Ideally educated to degree level
- Ideally holds a professional qualification in resource planning
Person Specification
Experience
Essential
- Experience in workforce planning at management level with extensive working knowledge of either Injixo, NICE, Quinyx, Teleopti, Genesys, ASPECT, Avaya/Verin
- Experience of forecasting and budgetary model building, ideally from scratch
- Effectiveness and confidence in communicating with the ability to engage and influence at all levels
- Analytical thinking and problem solving skills
- Expert knowledge of workforce management systems and Microsoft Excel, with experience in strategic change planning followed up by implementation.
- Practical knowledge of telephony set ups and call flows, preferably Mitel, Aspect, Avaya, and CISCO
- Excellent written, verbal and visual communication skills with ability to adapt communication style to differing audiences in an effective manner.
Behavioral Criteria
Essential
- Planning anticipation and timely identification of performance / budgetary opportunities for improvement using data, historical experience and analysis, combined with future visions
- Analytical thinking the ability to process raw information and undefined problems into specific workable components that in turn identify the salient issues. This should produce logical conclusions with assumptions and anticipated potential obstacles
- Problem solving root cause analysis with ability to present recommendations for solutions and continuous improvement
- Planning and organisation results orientated, managing multiple activities ensuring timely and accurate completion. Flexibility in working hours to ensure quality task completions within agreed timescales
- Communication excellent written, verbal and visual communication skills with ability to adapt communication style to differing audiences in an effective manner. Ability to negotiate in order to find mutually acceptable solutions
- Team Orientation - a team player willing to be hands on when required. Respects other peoples feelings and viewpoints.
- Ability to handle conflict in a positive manner
- Resilience and Autonomy can deal with challenging people and scenarios remaining level headed and professional at all times. Ability to work in environment that promotes autonomy and self-driven solution initiatives.
- Sense of humour!
Person Specification
Essential
- Effective and confident communicator with the ability to engage and influence at all levels
- Displays sound analytical and judgement skills, demonstrating strong commercial awareness and creative solution finding techniques
- At least 4 years working as a workforce planning professional at management level with extensive working knowledge of either Injixo, NICE, Quinyx, Teleopti, Genesys, ASPECT, Avaya/Verint
- Experience of forecasting and budgetary model building, ideally from scratch
- Workable knowledge of ERLANG application both inside and outside of workforce systems
- Previous experience of shift pattern reviews and implementation preferable
- Practical knowledge of telephony set ups and call flows, preferably Mitel, Aspect, Avaya, and CISCO
- Ideally educated to degree level
- Ideally holds a professional qualification in resource planning
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
