Highly Skilled Resource Planning Specialist

5 days ago


Glasgow, Glasgow City, United Kingdom NHS 24 Full time

NHS 24: An Opportunity for a Resource Planning Expert

At NHS 24, we are seeking an exceptional Resource Planning Specialist to join our team. This is an exciting opportunity for a highly motivated and experienced professional to contribute to the success of our organisation.

About the Role:

The successful candidate will provide recommendations and offer subject matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets.

You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites.

Main Responsibilities:

Support and recommend to Forecasting & Planning Specialist and guide Resource Planning Scheduler to achieve maximum results in resourcing across the organisation.Make recommendations to Operational Managers at a national and local level regarding deployment of resource daily.Design and review shifts and rotas in line with service requirements for all NHS 24's services.Pro-actively plan staffing for events resulting in changes to call volumes/profiles and required resource levels/deployment.Represent the Resource Planning team in projects and provide input on new or existing developments/initiatives impacting service level and resource deployment.Deputise for Operational Planning Manager/Forecast & Planning Specialist as required.Extract and analyse historical call data from Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles.Deal with queries from Senior Management on resource implications and offer best practice.Develop, implement, and maintain Resource Planning processes and procedures.Maintain WFM ensuring accurate and up-to-date information.Capture and report exceptions through supporting Resource Planners/Resource Planning Scheduler.

About You:

To succeed in this role, you will require:

  • Educated to degree level or equivalent experience.
  • Experience operating and maintaining a WFM system for 1000+ staff.
  • Experience in a Resource Planning role within a Virtual Contact Centre environment.
  • Highly numeric with a fast-thinking approach to problem solving.
  • Ability to multitask, work to tight timescales while maintaining excellent attention to detail.
  • Ability to translate complex information into simple reports highlighting issues and meeting customer needs.
  • Well-developed analytical skills with high PC literacy.
  • Ability to work independently and with others with minimal supervision.
  • Flexible and adaptable in your approach.

What We Offer:

NHS 24 provides a complete benefits package, including a permanent contract on Band 5 (£31,892 - £39,735) Per Annum. Placement on salary scale depends on confirmation of previous relevant NHS service.

We also offer many supportive policies enhancing your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme, and range of learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

  • 35 days annual leave (rising to 41) pro-rata.
  • Development opportunities including study bursaries, e-learning, and classroom-based courses.
  • Enhanced pay for working public holidays.
  • Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme.
  • NHS discounts on goods and services.
  • HELP, employee support and assistance.

This is an excellent opportunity for a motivated and experienced individual seeking a challenging and rewarding role contributing to the success of a public organisation.

How to Apply:

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide supporting you in your application.

We welcome applications from groups of people currently underrepresented within the workforce and are committed to advancing equality.



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