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- Tasks: Manage and optimize workforce operations in our Patient Support Centres.
- Company: Join a dedicated team at Spire Healthcare, focused on patient care and employee well-being.
- Benefits: Enjoy 35 days of annual leave, private medical insurance, and flexible retirement options.
- Why this job: Be part of a growing team that values data-driven decisions and work-life balance.
- Qualifications: Experience in forecasting and strong analytical skills are essential; Excel proficiency is a must.
- Other info: This is a remote position with immediate interviews available.
The predicted salary is between 28800 - 43200 £ per year.
Workforce Planner – Contact Centre – FTC 6 Months Minimum – Competitive salary plus excellent benefits- Interviews immediately – Remote
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.
Workforce Planner - Contact Centre employer: Spire Healthcare Group plc
Contact Detail:
Spire Healthcare Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Planner - Contact Centre
✨Tip Number 1
Familiarize yourself with workforce management systems and tools commonly used in the industry. This knowledge will not only help you understand the role better but also demonstrate your commitment to the position during discussions.
✨Tip Number 2
Brush up on your analytical skills by practicing data interpretation and statistical forecasting. Being able to showcase your ability to analyze call data effectively can set you apart from other candidates.
✨Tip Number 3
Network with professionals in the contact center industry, especially those who have experience in workforce planning. Engaging in conversations can provide valuable insights and potentially lead to referrals.
✨Tip Number 4
Prepare to discuss real-life scenarios where you've successfully managed scheduling or forecasting challenges. Sharing specific examples will highlight your problem-solving skills and ability to thrive in a fast-paced environment.
We think you need these skills to ace Workforce Planner - Contact Centre
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Workforce Planner in a Contact Centre. Familiarize yourself with key terms like forecasting, FTE requirements, and service level agreements.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in forecasting, scheduling, and data analysis. Provide specific examples of how you've successfully managed workforce operations or improved efficiency in previous roles.
Showcase Analytical Skills: Demonstrate your strong analytical skills by discussing your proficiency with Microsoft Excel and any workforce management systems you've used. Mention any relevant projects where you analyzed data to drive decision-making.
Tailor Your Application: Customize your application materials to reflect the specific requirements mentioned in the job description. Use keywords from the listing to ensure your application stands out and aligns with what the company is looking for.
How to prepare for a job interview at Spire Healthcare Group plc
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with data analysis and forecasting. Highlight specific examples where you've successfully predicted call volumes or identified trends, as this role heavily relies on strong analytical capabilities.
✨Demonstrate Proficiency in Excel
Since proficiency in Microsoft Excel is crucial for this position, be ready to talk about your skills. Mention any advanced functions or tools you’ve used, and consider bringing examples of reports or forecasts you've created in the past.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex data or forecasting models. This will show that you can collaborate well with stakeholders.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to adjust forecasts based on real-time data or external factors, and be ready to explain your thought process and outcomes.
