Job responsibilities
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 Workforce and
Performance Analyst role which will help us remain scalable whilst continuing
to deliver key KPIs and within budgetary constraints
Values,
behaviors and principles
The post holder is
expected to lead by example in terms of role modelling the behaviors associated
with our values.
We are always:
Compassionate
we show kindness, consideration and understanding in everything we do and demonstrate
our caring nature to our patient, people and communities
Accomplished we
are available day and night a response, adaptable, professional NHS partner,
providing the best advice, care and treatment for every individual
Respectful we
recognise the value that individual and team difference bring welcoming
views, listening, being honest, and learning from others experiences
Encouraging we
believe everyone matters, so we inspire confidence in other promoting
speaking up, fostering career-long learning and development, and supporting
improvement ideas
Key Success Measures
Reporting to our Head of
Workforce Management, we are creating an exciting new role that will help us to
deliver cultural and transformational change with an emphasis on performance
management, business intelligence insight, and continuous service improvement.
The role will deliver a new
standard of contact centre performance management and KPI reporting frameworks
using complex telephony, CRM, Workforce, HR, and Quality Assurance data sets.
The role will also be
instrumental help deliver development real time MI to support operational
decisions, flagging exceptions to plan and anomalies in service delivery
critical variables.
The role requires an extremely
strong analytical background and expert knowledge of Microsoft Excel and the
ability to undertake data interrogation, transformation, and visualisation, and
create, develop, and manage complex data sets.
An understanding of MS SQL and
MS SSRS or Power BI would also be advantageous.
You will be an experienced,
enthusiastic, and motivated contact centre Performance Analyst with a strong
background of delivering start up projects for performance and service
improvements within large scale and fast paced contact centre environments.
You will have significant
experience of workforce management and telephony systems and understand the
inter-relationships in data flows within the product suite to ensure that data
quality and output is maximised.
You will have the ability to
communicate effectively across varying audiences to deliver key messages, and
you will able to build strong working relationships with key stakeholders,
including Resource Planning, Operations, Senior Management and Analytics teams
to create and deliver insightful and sustainable information frameworks to
support service and business need.
Core Responsibilities
Create, develop, and maintain a new forecasting and capacity management
model designed to manage multiple skill sets.
Provide effective and insightful resource planning understanding using
available systems
Provide feedback to Senior Management Team on weekly hotspots future
resource planning and scheduling, and make recommendations on the appropriate
resources levels that are needed to achieve KPI targets.
Produce a range of daily, weekly, monthly and quarterly KPI and
Performance Management reports, and create a new balance scorecard on key
business areas as service levels, average speed of answer, abandonment, patient
outcomes, transfer rates, quality assurance, sickness and absence,
productivity, occupancy, staff attrition, and you will be instrumental in the
development of conformance and scheduled adherence performance measurements.
Undertake trend analysis, providing recommendations for service
improvements and innovation to improve service efficiencies and improve patient
experience.
Build effective relationships with all stakeholders across DHU
Healthcare CIC to understand future demand of activities that may impact on
service delivery.
Support continuous development of the business continuity escalation
matrix, and support risk registers being updated accurately on a regular
basis.
Develop an annual training programme matrix for multiple skill sets
within the Division to ensure that training is timely and minimises service
level impact.
Create reporting frameworks to support Shift Managers and Team Managers
to effectively performance manage agents, and create insights to ensure that
SMART objectives and personal development plans can be reviewed on regular
basis.
Support cultural change that allows service improvement to be made.
Support the head of Workforce Management with budget monitoring models
to ensure that resource levels are in line with the agreed annual budget.
Responsible for ensuring that agent skill groups are correctly aligned
in the Mitel telephony system so that reporting remains relevant and accurate
Support the Head of Workforce Management with an IVR messaging schedule
that is built on a seasonalised set of business rules.
