Job Introduction
Strategic Planning Analyst ( Capacity Planning )
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.
What DHU can offer you:
Working Patterns: Monday to Friday, 9am to 5pm
Full Time - 37.5 hours per week
Competitive salary: £28,407 to £34,581 per annum
Generous annual leave entitlement: Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays.
Employee benefits:
As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your wellbeing.
NHS Pension Scheme: Rest assured knowing your future is secure with our NHS pension scheme. Already an NHS employee? We acknowledge your continuous service and commitment to healthcare excellence allowing you to bring your existing pension pot and holiday allowance with you!
Car Lease Scheme: DHU has teamed up with NHS Fleet Solutions to offer a salary sacrifice scheme for colleagues. As part of our citizenship commitment and active approach to reducing our carbon footprint, we can provide you with lease options on a brand-new hybrid or electric car.
Enhanced Maternity/Paternity Leave: We understand the importance of family, which is why we offer enhanced maternity and paternity leave to support you during this special time in your life, supported by a robust Family Friendly policy.
Cycle to Work Scheme: Stay active and reduce your carbon footprint with our cycle to work scheme, making it easier for you to commute in a healthy and sustainable way.
Referral Programme: Share the benefits of working at DHU with your network and you can earn cash rewards through our Employee Referral Programme.
Birthday Leave Guarantee: Birthday leave isn't compulsory; it's entirely up to you! We can’t always celebrate with you, so whether you choose to take the day off and indulge in a well-deserved break or prefer to work and save your leave for another time, the decision is yours to make!
Free Parking: We know how expensive public parking can be! Most of our sites offer free, secure parking for your vehicles.
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.
At DHU HealthCare we pride ourselves on our diverse workforce, and we remain committed to ensuring every person, in each of our teams, can bring their true selves to work without risk or fear of discrimination. As such, we would welcome applications from diverse audience representing the communities we continue to serve.
We proudly embrace forces-friendly practices and dedicate unwavering support to our Veterans/Service Leavers; Reservists; Cadet Force Adult Volunteers and military spouses/partners, fostering a workplace that values their unique skills and contributions.