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Forecast, Planning and MI Manager

NHS AfC: Band 7

Main area
Workforce Planning
NHS AfC: Band 7
Full time - 37.5 hours per week
Job ref
Bridge House
Newcastle Upon Tyne
£40,057 - £45,839 per annum
Salary period
30/06/2022 23:59

Job overview

An exciting opportunity has arisen to join our already successful and professionally accredited Workforce Management Team as a Forecast, Planning & MI Manager. The position will take a leading role in shaping planning across the service over the coming years as the organisation evolves and strives for greater efficiency as well as maximising new business opportunities.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexible working
  • Hybrid working model (we are currently working largely remotely)
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • NHS Car lease scheme
  • Access to a wide range of benefits and high street discounts!

This post is open to both sites in Newcastle and Fleetwood.

Main duties of the job

A key challenge over the coming years is ensuring that plans and modelling is aligned to the NHSBA’s digital agenda and that the opportunities this is expected to provide are fully understood and maximised so that plans reflect the evolving nature of all of our services.  

Working with the existing Forecasting and Planning Managers you will be jointly responsible for delivering accurate plans for the Contact Centre enabling teams to maximise resources to meet business requirements. The Workforce Team also provides planning and resource management expertise to other areas of the NHSBSA and therefore the ability to tailor plans to different services will be essential. This will involve back office environments as well as Contact Centre Services across multiple sites. 

You will be responsible for managing and developing a team and will be required to work with Team Managers, Operational Management Team colleagues and the Head of Contact Centre Services.  You will also be required to work closely with other services and building the appropriate relationships to ensure planning and forecasting in these areas is effective.  

Experience of working in a similar role within a Contact Centre is essential, as well as experience with a Managed Service environment. 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.

Working for our organisation

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

We are the NHS delivering for the NHS.

Detailed job description and main responsibilities

Main Responsibilities:

  1. You will be responsible for delivering accurate manpower/forecast plans for the Contact Centre and Back Office enabling teams to maximise resources to meet contact centre business requirements.
  2. Provide impact assessments of proposed new and changes to scheduling, and high level estimation to support the operational planning team’s feasibility studies.
  3. In conjunction with the Resource, Planning & Telephony Manager agree strategies/policies for Resource Planning in the context of Scheduling/Forecasting & Management Information generation for the Contact Centre and analysis of their actual operational performance against planned.
  4. Identify, champion and manage technical opportunities to develop/improve scheduling solutions through a controlled change management process and be seen as the centre of excellence in providing scheduling solutions.
  5. Engender a model of continuous improvement within the teams ensuring opportunities for improvement are investigated and best practice is shared across Citizen Services.
  6. Responsible for team’s personal development. Provide a second level of support through coaching and guidance on management issues whilst also ensuring line managers remain fully empowered in a supportive environment.
  7. Managing and developing a team you will be responsible for development of new and innovative Schedule/Forecast/Management Information system to aid the contact centre to maximise efficiency.
  8. Working with and through Team Managers, Service Delivery colleagues and the Head of Customer Operations to ensure that the centre meets all objectives, including output and accuracy targets.
  9. Play a key role in driving service level consistency for Citizen Services customers and responsible for maximising workforce operational resource by driving cost-effectiveness and staff efficiencies.
  10. Investigate any areas of underperformance acting at speed to rectify the situation, proposing solutions to key stakeholders engendering a partnership approach.
  11. Develop a strong partnership with Service Delivery managers and have responsibility for monitoring and planning output and KPI’s to meet services standards in relation to call response times and completion of service and activity requests.
  12. Demonstrate effective stakeholder management, with the other teams within Citizen Services, ensuring staff plan planning delivery within defined time, quality, and cost criteria.

Further detail is available on the Job Description.

Person specification

Personal Qualities, Knowledge and Skills

Essential criteria
  • Hands on knowledge of workforce management systems including system use, development and configuration.
  • Knowledge of core concepts of contact centre planning.
  • Forecasting.
  • Scheduling design and creation.
  • Service level and intra-day management.
  • Analysis and reporting of contact centre performance.
  • Experience and developed skills in presenting complex data and information to non-technical managers and staff at senior levels.
  • Excellent verbal & written communication skills.
  • Able to work on own initiative.
  • Ability to see wider implications, consequences and connections for all issues.
  • Excellent presentation skills needed for presentations to large groups
  • Analytical Skills.
  • Drafting and reporting skills.
  • Knowledge of outbound activity resourcing
Desirable criteria
  • Demonstrate knowledge of complexity of scheduling in a multi skill, multi-channel, environment
  • Experience of major working pattern redesign and implementation


Essential criteria
  • Significant previous experience of delivery in contact centre workforce planning.
  • Experience of managing staff.
  • Experience of resource planning experience gained within a multi-site contact centre environment.


Essential criteria
  • Educated to degree level in relevant discipline or significant relevant experience
Desirable criteria
  • Diploma in Resource Management (or equivalent).
  • Post-Graduate qualification in relevant discipline.

Employer certification / accreditation badges

Stonewall Top 100 Employer 2020Disability confident leaderStep into healthBetter Health at Work AwardTop 5 Best OrganisationsTop 25 Best Big Companies to Work forArmed Forces Covenant Gold AwardENEI TIDE Gold 2021Stonewall Gold 2022

Documents to download

Apply online now

Further details / informal visits contact

Dave Hedworth
Job title
Resource, Planning & Telephony Manager
Email address