Job vacancy: Workforce Planning Analyst, NHS Business Services Authority, Newcastle Upon Tyne

Job summary

Main area: Workforce Planning Analyst
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 914-BSA7222230

Employer: NHS Business Services Authority
Employer type: NHS
Site: NHS Business services Authority, Bridge House
Town: Newcastle Upon Tyne
Salary: £24,625 - £25,674 per annum
Salary period: Yearly
Closing: 10/06/2025 23:59

Workforce Planning Analyst

NHS AfC: Band 3

Detailed job description and main responsibilities

In this role, you are accountable for

1. Effective planning of activities (e.g. training, team meetings, and other shrinkage activities) to ensure that resource utilisation is maximised, and that the achievement of target service levels are not compromised.

2. Management of holiday process for the operation, ensuring that holidays do not exceed planned thresholds, while ensuring that all holidays are allocated on a fair basis. Communicate directly with staff and managers throughout the annual leave process.

3. Actively attend appropriate meetings with the operation to manage daily workloads and performance and share the resourcing picture. Communicate performance impacts and achievements through written and verbal means.

4. Analyse real time service level impacts and take action to ensure service level targets are met. Monitor work queues and agent activities. Negotiate with operational management when shrinkage activities are repositioned.

5. Translation of weekly/daily call centre resource plans through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas.

6. Work independently and as part of a team to ensure all scheduling deadlines are met.

7. Responsibility for the administration of the Workforce Management system and ACD ensuring that they are kept up-to-date and 100% accurate with staff and schedule data.

8. Updates, prepares, and inputs accurate relevant statistical data for management reports on a regular basis (daily/weekly/monthly).

9. Liaise with IT providers to ensure that staff has appropriate access to WFM systems.

10. Provide administrative support as required by Contact Centre Management Team. Produce ad-hoc statistical information when required.

11. Responsible for the security of documents, information, and equipment under post holders’ control, in accordance with NHSBSA policy.

12. Regularly review personal development objectives to identify development opportunities that will continuously enhance existing skills. Ensure skills and competencies are updated in line with any changing requirements of the post.

13. Attend Forums and Conferences relevant to the role, as and when required.

14. Attend other NHS sites for meetings or visits relevant to the role, as and when required.

15. Carry out any additional duties and responsibilities as required, commensurate with the job grading.

Person specification

Personal Qualities, Knowledge, and Skills

Essential criteria

1. Working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
2. Data analysis and associated systems.
3. Knowledge of call centre operations.
4. Knowledge of workforce management systems.
5. Ability to work accurately with attention to detail and with limited supervision.
6. Ability to work effectively as part of a team.
7. Good organisational skills.
8. Ability to analyse figures and data.
9. Ability to multi-task.
10. Ability to work on own initiative and prioritise and deliver objectives within agreed timescales.
11. Negotiation and influencing skills.
12. Ability to relate well and develop good working relationships with all contacts.
13. Adaptable and willing to learn new skills.
14. Ability to communicate with stakeholders and customers of all levels.

Desirable criteria

1. Verint Workforce Optimisation
2. Verint Operations Manager
3. Amazon Connect (SmartAgent)
4. Report Writing Skills
5. Presentation Skills

Qualifications

Essential criteria

NVQ Level 1 or similar in relevant discipline or previous relevant experience.

Desirable criteria

1. NVQ Level 3
2. Recognised qualifications in Microsoft applications.

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

A copy of our Privacy Notice is available to view at the link below:

NHSBSA Privacy Notice