Workforce Management (WFM) Planner – Brighton
Full time - Hybrid 35 hours per week.
Salary starting from £35,200 per annum.
We make health happen. The 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.
Responsibilities
* Analysing resource requirements and designing effective scheduling solutions that align with operational goals.
* Monitoring performance, carrying out analysis of historic data, calculating effects of strategic or procedural changes, forecasting work volumes and recommending staffing needs.
* Performing administrative scheduling activity, identifying opportunities to maximise use of resources, providing justification for budget alterations and supplying operational performance data.
* Collaborating with stakeholders to ensure plans are data‑driven, practical and responsive.
* Chairing regular meetings to review plan effectiveness and drive performance improvement.
* Tracking and reporting key metrics, including call volumes, handle times, queue times, agent availability and service level adherence.
* Identifying and communicating external factors impacting workload volumes and escalating system issues.
* Performing trend analysis to guide strategic decisions and continuous improvement.
* Providing clear, actionable insights and updates to operational teams and acting as a key contact for daily planning queries.
* Comparing forecasted vs. actual data daily to identify discrepancies and communicating actions and updates to affected business areas.
Key Skills & Qualifications
* Extensive familiarity with MS Excel and workforce management systems (TotalView, NICE IEX preferred).
* Experience with telephony platforms such as Genesys, email management platforms like eGain, messaging and live chat platforms such as LivePerson, and 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 and ability to influence and collaborate across teams.
* Analytical mindset with a proactive approach to problem‑solving and continuous improvement.
* Excellent communication skills and ability to translate complex data into clear, actionable plans.
Benefits
* 25 days holiday, increasing through length of service, with option 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 available.
* Various other benefits and online discounts.
Why Bupa
Bupa Global is the international health insurance division of Bupa, providing premium international coverage with products and services to access healthcare worldwide, anytime and anywhere.
Bupa Global has offices worldwide, including London, Brighton (UK), Dublin, Miami, Dubai, Egypt, Hong Kong, China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador, and regional offices in mainland China, Singapore, and more.
Job Details
Job Area: Administration.
Locations: Victory House, Brighton.
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