Job Introduction
Tactical Planning Lead ( Capacity Planning )
Job Overview We are seeking an experienced Tactical Planning Lead to join our team. Reporting to the Tactical Planning Manager, you will lead and develop a team of coordinators across the 111 contact centre estate, covering both health advisors and clinical practitioners. As the Tactical Planning Lead, you will ensure the right resource capacity to deliver great service to our customers and provide expert-level understanding of planning and scheduling methodology.
What DHU can offer you:
Full Time - 37.5 hours per week
Competitive salary: £35,392 to £42,618 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
- Support the creation of a robust Tactical Planning framework that aligns with industry best practices and company goals.
- Develop tactical forecasts and scenario models to support the Tactical Planning team in creating efficient schedules for various channels, including Front Office, Back Office, and Outbound.
- Act as a key interface between senior operational stakeholders and the Tactical Planning team, providing expert knowledge on scheduling best practices, working time directives, and mitigation planning.
- Lead a small group of Tactical Planning analysts, offering side-by-side and one-on-one coaching.
- Provide expert knowledge on WFM tools, including NICE IEX and NICE CX One, for administration, optimisation, and training.
- Create and manage tactical plans to achieve maximum performance in response to planned and unplanned events.
- Contribute to the wider Resource Planning Cycle, representing scheduling and tactical planning opportunities, processes, and opinions.
Experience and Qualifications Essential
- Expert experience in WFM systems administration and development (IEX or CX One).
- Strong knowledge of IVRs and Call routing.
- Significant experience in contact centre planning and multi-channel resource planning cycles.
- Awareness of tactical planning, scheduling, and Erlang methodologies.
- Proven experience in identifying performance trends and making improvement recommendations.
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 skills and a proactive outlook toward feedback and continuous improvement.
- Strong people skills and role model behaviours.
- Exceptional knowledge and understanding of Contact Centre metrics and KPIs.
- Right first-time attitude with a focus 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.