Planning and Scheduling Manager

Job Introduction

About Us :DHU 111 (East Midlands) CIC is a leading provider of NHS 111 services in England, recently rated Outstanding by the Care Quality Commission. Serving 11 million patients across the Midlands, Milton Keynes, and London, we handle 4.5 million calls annually. As we strive to be the best in patient care and performance, we're expanding our team and looking for a dedicated Planning and Scheduling Manager.

Position Overview: As the Planning and Scheduling Manager, you will lead a team of analysts and coordinators across our 111 contact center estate, covering health advisors and clinical practitioners. Reporting to the Head of Workforce Management, you'll play a crucial role in optimizing resource plans aligned with operational metrics and KPIs.

Key Responsibilities:

• Develop and maintain a robust Tactical Planning framework in line with industry best practices.
• Efficiently schedule resources using various data inputs while ensuring alignment with colleagues and patient needs.
• Track and improve scheduling performance, maintaining stakeholder confidence in support levels and accuracy.
• Influence senior stakeholders on Tactical Planning activity, providing expertise on working time directives, scheduling best practices, and mitigation planning.
• Optimize planned resources, balancing patient care, cost, and colleague engagement.
• Lead and develop a team of Tactical Planning leads and Analysts to deliver an industry-best service.
• Oversee the day-to-day utilization of our Workforce Management System, optimizing processes and conducting training.
• Create and manage tactical plans for maximum performance during planned and unplanned events.
• Contribute to the wider Resource Planning Cycle, ensuring alignment of service delivery.

Experience and Capabilities:

• Substantial experience in a contact centre environment with in-depth knowledge of the Multi-Channel Resource Planning Cycle.
• Demonstrated experience in managing and developing a resource planning function.
• Strong background in people and performance leadership.
• Awareness of tactical planning, scheduling, and Erlang methodologies.
• Expertise in contact centre planning and Workforce Management Systems (preferably Nice IEX).Preferable:
• Experience in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
• Advanced PC and MS Office skills.
• Experience in change management.

Qualifications:

• Relevant business experiences or Contact Centre Planning qualifications.

Location:

• Pride Park Derby, with occasional travel to other sites across the state (Leicester, Birmingham and Chesterfield), with some flexibility for remote work on occasion.

In return for your commitment, you’ll receive.

• Company pension.
• NHS pension scheme
• Enhanced maternity/paternity leave.
• Cycle to work scheme.
• Private medical insurance.
• Referral programme.
• Opportunities to develop in your professional career.

Join Our Team! If you're passionate about healthcare, resource planning, and leading a high-performing team, apply now to be a part of DHU 111's commitment to exceptional patient care and performance.

DHU Health Care CIC is an equal opportunity employer and is committed to safeguarding and promoting the welfare of Adults, Children, and Young People.