Tactical Planning Lead

3 hours ago


Derby, Derby, United Kingdom DHU Healthcare Full time
Tactical Planning Lead

We are seeking an experienced Tactical Planning Lead to join our team at DHU Healthcare. As a key member of our operations team, you will be responsible for leading and developing a team of coordinators across our 111 contact centre estate.

Key Responsibilities
  • Develop and implement a robust Tactical Planning framework that aligns with industry best practices and company goals.
  • Lead a small group of Tactical Planning analysts, providing expert knowledge on scheduling best practices, working time directives, and mitigation planning.
  • Act as a key interface between senior operational stakeholders and the Tactical Planning team, providing expert knowledge on WFM tools, including NICE IEX and NICE CX One.
  • Create and manage tactical plans to achieve maximum performance in response to planned and unplanned events.
Requirements
  • 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.
What We Offer
  • 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, including health cash plans, NHS Pension Scheme, car lease scheme, enhanced maternity/paternity leave, cycle to work scheme, and referral programme.


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