NHS Ayrshire & Arran
Resource Planner
Join to apply for the Resource Planner role at NHS Ayrshire & Arran. Who We Are
NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services 24 hours a day, 365 days a year. We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. This post will be based in our Cardonald Regional Centre. NHS 24 also supports Hybrid Working for this role, working 3 days in the office, one of which must be every Monday. The Role
The role holder will provide recommendations and subject‑matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets. You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites. Key Responsibilities
Offer support and recommendations to Forecasting & Planning Specialist and guide the Resource Planning Scheduler to achieve maximum results in resourcing across the organisation. Make recommendations to Operational Managers at a national and local level regarding daily resource deployment. Design and review shifts and rotas in line with service requirements for all NHS 24 services, ensuring the best deployment of resources to meet all service level objectives. Pro‑actively plan staffing for events likely to change call volumes or profiles such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter. Represent the Resource Planning team in projects and provide input regarding the impact of new or existing developments on service level and resource deployment. Deputise for Operational Planning Manager / Forecast & Planning Specialist as required. Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles. Deal with queries from Senior Management regarding resource implications and offer best practice. Develop, implement and maintain the Resource Planning processes and procedures. Maintain WFM to ensure all information held on the system is accurate and up to date. Ensure all exceptions are captured and reported through supporting Resource Planners / Resource Planning Scheduler. Successful Applicant Will Be
Educated to degree level or equivalent experience. Experience operating and maintaining a WFM system for 1000+ staff. Experience in a Resource Planning role within a Virtual Contact Centre environment. Highly numeric with a fast‑thinking approach to problem solving. Ability to multitask, work to tight timescales whilst maintaining excellent attention to detail. Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers. Well developed analytical skills with a high level of PC literacy. Ability to work both independently and with others with minimal supervision. Flexible and adaptable in their approach. Benefits
NHS 24 offers a permanent contract on Band 5 (£31,892 – £39,735) P.A. We also offer a range of supportive policies including an employee assistance programme, cycle‑to‑work scheme, bursary scheme, learning and development opportunities, 35 days annual leave (rising to 41) pro‑rata, enhanced pay for working public holidays, enrolment into the Scottish Public Pensions Agency pension scheme and NHS discounts on goods and services. NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.
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Join to apply for the Resource Planner role at NHS Ayrshire & Arran. Who We Are
NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services 24 hours a day, 365 days a year. We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. This post will be based in our Cardonald Regional Centre. NHS 24 also supports Hybrid Working for this role, working 3 days in the office, one of which must be every Monday. The Role
The role holder will provide recommendations and subject‑matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets. You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites. Key Responsibilities
Offer support and recommendations to Forecasting & Planning Specialist and guide the Resource Planning Scheduler to achieve maximum results in resourcing across the organisation. Make recommendations to Operational Managers at a national and local level regarding daily resource deployment. Design and review shifts and rotas in line with service requirements for all NHS 24 services, ensuring the best deployment of resources to meet all service level objectives. Pro‑actively plan staffing for events likely to change call volumes or profiles such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter. Represent the Resource Planning team in projects and provide input regarding the impact of new or existing developments on service level and resource deployment. Deputise for Operational Planning Manager / Forecast & Planning Specialist as required. Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles. Deal with queries from Senior Management regarding resource implications and offer best practice. Develop, implement and maintain the Resource Planning processes and procedures. Maintain WFM to ensure all information held on the system is accurate and up to date. Ensure all exceptions are captured and reported through supporting Resource Planners / Resource Planning Scheduler. Successful Applicant Will Be
Educated to degree level or equivalent experience. Experience operating and maintaining a WFM system for 1000+ staff. Experience in a Resource Planning role within a Virtual Contact Centre environment. Highly numeric with a fast‑thinking approach to problem solving. Ability to multitask, work to tight timescales whilst maintaining excellent attention to detail. Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers. Well developed analytical skills with a high level of PC literacy. Ability to work both independently and with others with minimal supervision. Flexible and adaptable in their approach. Benefits
NHS 24 offers a permanent contract on Band 5 (£31,892 – £39,735) P.A. We also offer a range of supportive policies including an employee assistance programme, cycle‑to‑work scheme, bursary scheme, learning and development opportunities, 35 days annual leave (rising to 41) pro‑rata, enhanced pay for working public holidays, enrolment into the Scottish Public Pensions Agency pension scheme and NHS discounts on goods and services. NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.
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