Title: Tactical Planning Co-ordinator Reports To: Tactical Planning Lead Who are we? DHU 111 (East Midlands) CIC is one of the leading providers of contact centre-based NHS 111 services in England, having recently been inspected and rated Outstanding by the Care Quality Commission. We currently deal with 4.5 million calls a year from a population size of 11 million patients across the Midlands, Milton Keynes and London Our Aim To be the best employer and provider of NHS 111 services in the country - delivering consistently high-quality patient care and excellent performance. Purpose of the Role The objective of the Tactical Planning coordinator is to administer scheduling activity across the planning team window. The role holder will build shift templates, generate contact center schedules, mitigate SLA impacts, proactively plan offline activities (breaks/lunches/meetings/one- to-ones etc.) into schedules as per the best practice processes and with minimal impact on Service Level, reconcile annual leave and complete any other administrative activity that falls within the Workforce Planning Team. The primary areas of responsibility will fall into the following areas of expertise: • Generation of contact centre schedules (new and existing areas). • Data input into tactical and strategic plans. • Administering annual leave in the WFM system including reconciliation, bank holidays and carry over. • Fulfilling administrative requests that fall into the workforce planning team. This is administrative role and a great entry point into the Workforce Planning Team. Key Accountabilities • Support the Tactical Planning Analysts in creating the most accurate short-term plans, scheduling activities at optimum times, secure additional hours or shift slides to give the best service to our Patients. • Administrating Annual leave • Fulfilling administrative requests that falls into the Workforce Planning Team and WFM System. • Upkeep and maintenance of NICE Workforce Management system, ensuring data is accurate and is aligned to other systems data. • Updating schedule activity into the WFM system • Creating shift templates (daily/weekly rules) and generating the schedules in line with schedule efficiency targets. • Contribute to the wider Resource Planning Cycle, representing scheduling opportunities, processes and opinions ensuring that an aligned cycle of service is achieved. Experience: In order to succeed in this role, it is expected that you will have: Essential: • Enthusiastic can-do attitude comfortable at looking at large amounts of information. • Computer literate Preferable • Experience of working in a WFM team and using a WFM tool i.e IEX. • Strong PC and MS Office skills. Capabilities: In order to succeed in this role, it is expected that you will have: • A proactive outlook to the receipt and provision of "Feedback", utilising all opportunities to enhance the service • outputs. • Good knowledge and understanding of Contact Centre metrics and KPI's. • Right first time' attitude - focusing on the quality of outputs. • Passionate about, and motivated to assist in DHU strategic goals and objectives. Qualifications: • Relevant business experiences or Contact Centre Planning qualifications. Location • Site will be based in Pride Park, Derby on occasion travel maybe required to other sites. DHU Health Care CIC is committed to Equality of Opportunity and welcomes applications from all sections of the community. DDHU Health Care CIC is committed to safeguarding and promoting the welfare of Adults, Children and Young People and expects all staff and volunteers to share this commitment. Infection Prevention & Control is pivotal in ensuring a safe & clean environment for both patients and staff. IP&C is everyone's responsibility and strict adherence to the IP&C policy is expected of ALL employees of the organisation. DHU Health Care CIC Registered in England Number: 05834163 Registered Office: The Johnson Building, Locomotive Way, Pride Park, Derby, DE24 8PU ADZN1_UKTJ