Job Introduction
Internal Vacancy: NHS 111 Tactical Planning Analyst
Location: Derby Orbis Building
Contract Type: Secondment 12 months
Hours: 37.5 per week
Salary: Band 5 £29,970 per annum
Reporting to: Tactical Planning Manager
About the Role
We are pleased to offer an exciting internal opportunity for a Tactical Planning Analyst to join our NHS 111 Planning and Performance Team, based at the Orbis Building, Derby.
As a Tactical Planning Analyst, you will play a vital role in supporting the delivery of high-quality, efficient patient care by ensuring our workforce plans are optimised across all channels. You’ll own the short-term element of the planning lifecycle (8 weeks to 2 days before live), managing supply and demand through detailed data analysis, proactive adjustment, and effective communication with operational leaders.
This is a key position within the Resource Planning team, where your insight and influence will help ensure that NHS 111 services operate at peak performance levels across all regions.
What You’ll Be Doing
- Managing short-term planning and schedule optimisation to maximise operational efficiency and service performance.
- Using data and performance trends to identify risks, create mitigation plans, and negotiate changes to shifts or offline activity.
- Supporting Team Leaders and Contact Centre Managers with tactical workforce planning decisions.
- Providing expert advice on Workforce Management (WFM) systems, including NICE and CX One.
- Developing efficient, people-centred schedules that balance business needs and employee well-being.
- Contributing to the wider Resource Planning cycle and sharing best practice to improve forecasting and scheduling accuracy.
- Collaborating with operational managers and other stakeholders to ensure plans are delivered effectively and performance targets are achieved.
About You
We’re looking for someone who is analytical, detail-oriented, and confident in translating data into meaningful action. You’ll thrive in a fast-paced contact centre environment and enjoy collaborating across teams to make a real difference.
Essential experience includes:
- Strong understanding of the Resource Planning Cycle within a contact centre environment.
- Experience using Workforce Management tools (NICE preferred).
- Excellent analytical skills and confident use of Excel.
- Strong communication and negotiation skills.
- Proven ability to balance competing priorities and deliver high-quality outputs under pressure.
Desirable:
- Experience in digital channels (web chat, social media, email).
- Advanced Excel and MS Office skills.
- Previous involvement in change or process improvement projects.
Why Apply?
This is a great opportunity for current DHU colleagues who want to:
- Develop their career within Resource Planning and Performance.
- Contribute to DHU’s mission of delivering outstanding NHS 111 services.
- Be part of a motivated, supportive, and forward-thinking team.