Work for us
- This post is only open to internal applicants.
- Resource Planning
- NHS AfC: Band 5
- Full Time 37.5 hours per week
- Bridge House
- Newcastle Upon Tyne
- £24,214 - £30,112 per annum
- 22/04/2019 23:59
The NHS Business Services Authority (NHSBSA) is the main processing facility and centre of excellence for payment, reimbursement, remuneration and reconciliation for NHS Dental Practitioners, Pharmacists, NHS Pensions and other affiliated parties.
This is an exciting opportunity to join a highly successful multi-site professionally accredited Workforce Management Team, on a 6 month secondment (with the possibility of being made permanent). You'll be working to shape planning across the service, as the organisation evolves and strives for greater efficiency as well as pursuing new business opportunities.
As a member of the Citizen Services Contact Centre WFM Team you will have responsibility for Forecasting Demand and Resource Availability as well as co-ordinating resource planning activities within the Contact Centre and Back Office. With a specific focus on working pattern flexibility, resource optimisation, and shrinkage control. With an overall objective of achieving service level KPI’s. Additionally, you will provide management information statistics services to all team managers and other relevant parties throughout the Contact Centre to enable the business to drive performance.
You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.
Experience of working in a similar role within a Contact Centre is essential. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.
Ideally the post holder will have sound working knowledge of Invision (injixo) WFM platform, or similar systems as well as experience working with Avaya CMS or similar skill based routing/telephony systems.
The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
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