We're looking for an individual who is passionate about effective and organised service, focused on quality, who can bring their skills to ensure the Patient Experience is constantly at the forefront of everything we do. Ideally you'll have sound knowledge of MS Office (Word, Excel, PowerPoint), be highly analytical and numerate, have an understanding of high volume Backoffice/contact centre scheduling, and be familiar with workforce planning tools such as CXOne, IEX and Calabrio.
We are excited to recruit the role of Workforce Planner. This role is critical in providing a timely, quality service that meets the needs of our patients, Patient Care Advisors (PCA's) and other stakeholders.
Key Responsibilities
* Own, build and manage the PCA's blended schedules (mix of phone time, admin & shrinkage) retaining responsibility for end-to-end delivery, including on‑day management of adherence.
* Identify potential efficiencies and highlight service needs and/or gaps to the Planning team and wider PCC management.
* Provide considered and detailed reporting and commentary when required to support decisions, share best practice and drive efficiency.
* Identify and manage service improvement activities proactively, engaging and building strong relationships with stakeholders across the business.
* Report to the Senior Forecast & MI Analyst and contribute to a culture of continuous improvement within a high‑performing team.
Qualifications & Skills
* Strong knowledge of MS Office (Word, Excel, PowerPoint).
* Highly analytical, numerate and detail‑oriented with a strong focus on data input and accountability.
* Understanding of high volume Backoffice/contact centre scheduling.
* Experience with workforce planning tools such as CXOne, IEX, and Calabrio.
* Exceptional oral and written communication skills.
* Experience in a similar healthcare or customer‑service environment is highly desirable.
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