Workforce Planning Analyst

Job title:

Workforce Planning Analyst

Company

Outside Clinic

Job description

Job Title: Workforce Planning AnalystLocation: SwindonReporting to: Head of Process ImprovementSalary: Circa £40,000 depending on experienceHours: Monday to Friday 37.5 hours per weekBackgroundWe are OutsideClinic – the UK’s leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extra ordinary care through life enhancing life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can’t get to the high street unaided. Our Values are at the core of what we do. We believe in Clinical Excellence, making a Positive Impact, and we are passionate about continually improving in everything we do.Job SummaryAs Resource Planning Specialist you will play a pivotal role in the optimisation of our Customer Services workforce through data driven insights. You will be responsible for the efficient and effective utilisation of people resources of our Customer Services teams to meet our KPI’s and deliver high levels of customer satisfaction.You will work collaboratively with the Customer Services Management Team to drive exceptional customer satisfaction. You will analyse call patterns, forecasting demand, create schedules, monitor real-time performance and continually developing capacity planning procedures.Principle Accountabilities

• Continuously monitor and report on service levels, call volumes and rotas to identify and adjustments in real-time as needed.
• Make real-time adjustments to resource levels and rotas to address unforeseen events, such as call spikes, absences, or system outages, to maintain service levels.
• Responsible for Automatic Call Distribution/Interactive Voice Response (ACD/IVR) platform management including set up, maintenance and live management across all skills sets and campaigns.
• Develop, implement and maintain capacity planning tools to accurately forecast demand across all communication channels to enable effective resource planning.
• Producing KPI dashboard and management information for the Customer Services Director and for use by the Customer Services Management Team.
• Analyse historical call data and trends to develop long-term and short-term resource plans to improve customer service and resource allocation.
• Provide insights and recommendations based on data analysis to improve performance.
• Generate regular reports on performance, including adherence to rota and service levels to share with Customer Services Director to be used for reporting purposes.
• Generate presentations for Customer Services Management Team meetings to share performance data and improvement plans.
• Work closely with the Customer Services Management Team to communicate changes and updates and gather feedback.
• Stay updated on industry trends and best practices and implement as needed to drive efficiencies.
• Engage with other business functions to discuss recommendations and changes as needed.
• Participate in projects and provide subject matter expertise. Supports process improvements and best practice identification.

About youAlong with a first-rate analytical mindset, proficiency with Excel and strong problems solving skills with an exceptional ability to interpret data and make informed decisions, you will have excellent communication skills and be highly detail oriented. You will be able to manage multiple tasks and effectively prioritise, and able to work independently and be comfortable in a changing environment.You will have an understanding of differently customer services channels (phone, email, chat) and the support required.You will have experience of:

• Workforce management and contact centre operations, including CXone ACD/IVR
• A customer service environment
• Workforce management software such as Calabrio, NICE, Verint, CXone
• Contact Centre reporting tools
• Power BI

What we offer

• Competitive salary
• Private Medical Insurance
• Life Assurance x 4
• Access to health & wellbeing initiatives
• Contributory pension scheme matched up to 5% on successful completion of the probationary period.
• Access to our colleague assistance programme, Health Assured supporting the wellbeing of the workforce.
• 22 days holiday entitlement (plus bank holidays) increasing with length of service
• Discounted eyewear and hearing products after qualifying period.

In addition to your principle accountabilities above you may be required to perform other duties from time to time, and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.The UK has an ageing population. And as we age, quality eye and hearing care becomes increasingly more important to our quality of life. That’s why it’s our mission to extend the highest quality health care services beyond the high street. To make these essential services more accessible, more personal, and more effective.More than 35 years since our inception, we are now the UK’s leading home eye and hearing care provider. OutsideClinic brings together a team of over 500 dedicated health care professionals, conducting well over 200,000 home clinics each year.With the support of the Optimism Health Group we continue to grow to meet the growing demand for outstanding care. We’re always looking forward, seeking new ways to develop our business and practice so we can provide extraordinary care to those who need us the most.

Expected salary

£40000 per year

Location

Swindon

Job date

Wed, 12 Jun 2024 05:02:33 GMT

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