Job Introduction
Job Advert: Workforce Intelligence Analyst
Location: Pride Park, Derby (with occasional travel and flexible work-from-home options)
Type: Full-time
Salary: Band 6.0
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. Recently rated Outstanding by the Care Quality Commission, our focus is on delivering high-quality patient care and excellent performance. We aim to be the best employer and provider of NHS 111 services in the country.
Job Overview We are seeking a talented Workforce Intelligence Analyst to join our team. Reporting to the 111 Systems Development Manager, you will play a pivotal role in driving and supporting optimised workforce and telephony reporting. Your insights will contribute to our goal of delivering consistently high-quality patient care, performance management, business intelligence insights, and continuous service improvement.
Key Responsibilities
- Act as a champion for high-quality patient care and interactions across all NICE systems.
- Drive and support the creation of optimised Workforce and Telephony reports aligned with operational metrics and KPIs.
- Influence senior stakeholders with expert knowledge on quality Telephony and Workforce Management (WFM) best practices.
- Lead the day-to-day utilisation of the NICE CXOne and NICE IEX WFM systems, including optimisation, change management, and training.
- Produce daily/weekly/monthly reporting on interactions and workforce analytics.
- Motivate and develop junior analysts to deliver best-in-class service.
- Identify and implement improvements in dashboards, processes, forms, and reporting for NICE CXOne and NICE IEX WFM.
- Collaborate with the wider DHU 111 and IT teams to ensure alignment and seamless operations.
Qualifications and Experience Essential
- Extensive experience in analytics within a contact centre environment.
- Proficiency in SQL, Power BI, VBA, MS Excel, and data visualization.
- Strong ability to turn data into actionable insights.
- Excellent communication skills with a flair for storytelling.
- Knowledge and experience with NICE IEX Workforce Management and NICE CXOne Telephony systems.
- Advanced PC and MS Office skills.
Preferable
- Experience as a Data Analyst, Analytics Engineer, or similar role.
- Experience in change management.
- Expertise in collecting, processing, and analysing large datasets.
- Knowledge of data visualization best practices.
- Experience with problem-solving and identifying quality trends for improvement.
Capabilities
- Strong analytical and problem-solving skills.
- Attention to detail and a 'right first time' attitude.
- Creative thinking and a proactive approach to feedback and service improvement.
- Ability to influence and engage others with clear and concise communication.
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.
