Job Introduction
Tactical Planning Analyst
Location: Orbis-Derby
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. With 4.5 million calls annually and a service area covering 11 million patients across the Midlands, Milton Keynes, and London, we've been rated Outstanding by the Care Quality Commission. Our goal is to be the best employer and provider of NHS 111 services in the country, offering high-quality patient care and excellent performance.
Job Overview We are seeking a Tactical Planning Analyst to join our team. Reporting to the Tactical Planning Manager, you will own the short-term planning cycle (8 weeks to 2 days before live). Your role will involve managing shrinkage, negotiating adjustments to plans, and optimising schedules based on supply and demand trends. This position plays a central role in the resource planning lifecycle, contributing significantly to operational efficiency and patient care standards.
Key Responsibilities
- Use data, drivers, and forecasts to create tactical and mitigation plans.
- Develop efficient schedules for a variety of channels, including Front Office, Back Office, and Outbound.
- Negotiate offline time with stakeholders and Team Leaders to ensure efficient scheduling and Service Level Agreements (SLAs).
- Influence senior managers and Heads of Department on Tactical Planning activities, providing expert knowledge on working time directives, scheduling best practices, and efficiency opportunities.
- Administer and optimise Workforce Management tools (including NICE and CX One), providing training and support to colleagues.
- Support scenario modelling, mitigation planning, and schedule creation during the Tactical Planning window.
- Contribute to the wider Resource Planning Cycle by representing tactical planning opportunities and ensuring an aligned cycle of service.
Experience and Qualifications Essential
- Experience working with Workforce Management (WFM) systems, preferably NICE.
- Strong negotiating skills with an ability to influence stakeholders.
- Experience working in a contact centre environment and understanding the Multi-Channel Resource Planning Cycle.
- Proficiency in Excel, with the ability to analyse large volumes of data.
- Experience in contact centre planning.
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 identifying performance trends.
- Ability to implement planning industry best practices.
- A proactive outlook on feedback to improve service outputs.
- Exceptional people skills and the ability to be a role model.
- Exceptional knowledge of Contact Centre metrics and KPIs.
- 'Right first time' attitude, focusing on the quality of 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.
