Job Introduction
Strategic Planning Analyst
Location: Pride Park, Derby (with occasional travel)
Type: Full-time
Salary: Band 5.0
Company: DHU 111 (East Midlands) CIC
About Us DHU 111 (East Midlands) CIC is a leading provider of contact centre-based NHS 111 services in England. Serving a population of 11 million patients across the Midlands, Milton Keynes, and London, we handle 4.5 million calls annually and have been rated Outstanding by the Care Quality Commission. Our aim is to be the best employer and provider of NHS 111 services, ensuring consistently high-quality patient care and excellent performance.
Job Overview We are seeking a skilled Strategic Planning Analyst to join our team. Reporting to the Strategic Planning Manager, you will manage all elements of the strategic time window (greater than 9 weeks) across various contact centre environments. This is a senior analyst role responsible for designing and delivering long-term strategic plans, including forecast methodology, recruitment recommendations, and capacity planning model development. The Strategic Planning Analyst is key to the success of our resource planning lifecycle, ensuring operational efficiency and high standards of patient care.
Key Responsibilities
- Develop and maintain a robust Strategic Planning framework in line with industry best practices and company goals.
- Use various data inputs to create highly accurate forecasts for multiple channels, including Front Office, Back Office, Outbound, and Digital.
- Track and improve Forecasting and Scheduling performance to maintain stakeholder confidence.
- Influence Call Centre Managers on Strategic Planning activities and provide expert knowledge on supply/demand drivers, shift design, and efficiency opportunities.
- Optimise planned resources to balance customer service, cost, and employee engagement.
- Deliver best-in-class service with ongoing process development, adopting new ideas while maintaining proven concepts.
- Integrate transformational activities, recruitment recommendations, attrition forecasts, and normalized forecast demand into an accurate capacity plan.
- Contribute to the wider Resource Planning Cycle, representing Strategic Planning opportunities and ensuring an aligned cycle of service.
Experience and Qualifications Essential
- Substantial experience working within a contact centre environment.
- Demonstrable experience in creating cost-effective Capacity Plans using large volumes of data.
- Expert knowledge of Forecasting techniques, Capacity Planning, and Erlang methodologies.
- Advanced Excel skills and experience with complex data analysis.
Preferable
- Experience working in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
- Advanced PC and MS Office skills.
- Experience with change management.
Capabilities
- Excellent analytical ability and proven experience in identifying performance trends.
- Ability to implement planning industry best practices and reference new developments.
- A proactive outlook on feedback and continuous improvement.
- Exceptional people skills and role model behaviours.
- Deep understanding of Contact Centre metrics and KPIs.
- 'Right first-time' attitude, focusing on quality outputs.
Benefits
- Competitive salary and benefits package.
- Comprehensive health benefits (medical, dental, vision).
- Retirement savings plan with company match.
- Flexible work arrangements, including remote work options.
- Professional development opportunities.
