Workforce Planner - Contact Centre - FTC 6 Months Minimum - Competitive salary plus excellent benefits- Interviews immediately - Remote
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
Due to a period of growth across our Patient Support Centres, we are looking for an experienced Business Telephony Scheduler to join our team on a full-time basis for an initial, minimum fixed-term of 6 Months. In this pivotal role, you will be responsible for managing and optimising workforce operations across the patient support centres. This role focuses on analysing call data, creating accurate forecasts, translating these into FTE staffing requirements, and developing efficient shift schedules. The goal is to ensure sufficient staffing levels to meet agreed service demand and KPIs while optimising resource allocation and minimising costs.
Duties and Responsibilities;
* Collect, analyse, and interpret historical call data to predict call volumes and trends across multiple Patient Support Centres.
* • Develop accurate short, medium and long-term forecasts for inbound and outbound call activities.
* • Adjust forecasts based on real-time data and external factors such as seasonality and marketing campaigns.
* • Collaborate with key stakeholders to incorporate upcoming business changes into forecasting models.
* • Calculate FTE requirements based on forecasted call volumes, average handle times (AHT), and service level agreements (SLAs).
Who we're looking for:
• Experience in forecasting, scheduling or identifying trends within data sets.
• Strong analytical skills with experience in data analysis and statistical forecasting.
• Proficiency with Microsoft Excel and/or workforce management systems.
• Excelled communication and organisational skills.
• Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
• Strong attention to detail and problem-solving skills.
Benefits
We offer employees a competitive salary as well as a comprehensive benefits package which includes:
35 days annual leave inclusive of bank holidays
Employer and employee contributory pension with flexible retirement options
Flexibility to maximise your work life balance
‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
Free Bupa wellness screening
Private medical insurance
Life assurance
A great team, all dedicated to being the best
More information on our range of benefits is included in the attached leaflet.
We're committed to people, both patients and staff. Join us, and you'll receive a warm welcome.
For further information about this role or for an informal conversation about the range of career options available with Spire please contact Sarah Whittaker on 07525887973 or e-mail Gemma.Hughes@spirehealthcare.com
For us, it's more than just treating patients; it's about looking after people.