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Salary £32,800-£41,000 (depending on experience and location)
We make health happen
The Data and Planning department is an integral part of Operations across our Global portfolio, supporting the function to maintain high quality KPIs and performance standards within budgetary limits.
The Planning and MI Analyst will be responsible for analysing resource requirements and designing effective scheduling solutions that align with operational goals. You’ll work closely with stakeholders to ensure that plans are data-driven, practical, and responsive to the evolving needs of our teams. The holder will monitor performance, analyze historic data, assess the impact of strategic or procedural changes, forecast work volumes, recommend staffing needs, carry out administrative scheduling activities, identify opportunities to maximize resource use, justify budget alterations, and provide operational performance data.
How you’ll help us make health happen
* Analyze historical and forecasted data to create and publish short- and long-term resource plans.
* Develop and implement scheduling strategies that support operational performance and service level targets.
* Collaborate with stakeholders across departments to ensure plans meet business needs and reflect practical team workflows.
* Monitor ongoing performance and variances, adjusting intra-day schedules to optimize resource utilization.
* Track and report key metrics including call volumes, handle times, queue times, agent availability, and service level adherence.
* Lead regular meetings to review plan effectiveness and departmental performance, driving continuous improvement.
* Identify and communicate how external factors impact workload volumes.
* Escalate system issues and coordinate responses across relevant platforms.
* Perform trend analysis to inform strategic decisions and ongoing improvements.
* Provide clear, actionable insights and updates to operational teams.
* Serve as a primary contact for daily planning and scheduling queries.
* Compare forecasted versus actual data daily to identify discrepancies.
* Communicate actions and updates to relevant business areas.
Key Skills/Qualifications needed for this role:
* Extensive familiarity with software applications including:
* MS Excel
* Workforce Management systems (experience with TotalView / NICE IEX preferred)
* Telephony Platforms (experience with Genesys preferred)
* Email Management Platforms (experience with eGain preferred)
* Messaging and Live Chat Platforms (experience with LivePerson preferred)
* Other Workforce Management and telephony systems
* Proven experience in resource planning, MI analysis, or workforce management within a customer service or operations environment.
* Strong stakeholder management skills with the ability to influence and collaborate across teams.
* Analytical mindset with a proactive approach to problem-solving and continuous improvement.
* Excellent communication skills with the ability to translate complex data into clear, actionable plans.
• 25 days holiday, increasing with length of service, with options to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym is available
• Various other benefits and online discounts
Why Bupa
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access healthcare worldwide, whether at home or abroad, including studying, living, traveling, or working overseas.
Bupa Global has offices around the world, including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt, and Hong Kong (China), as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala, and Ecuador.
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