Workforce Management (WFM) Planner

Job Description:

Workforce Management (WFM) Planner

Brighton

Full time - Hybrid 35 hours per week

Salary starting from £37,000 Per annum

We make health happen

The Planning department is an integral part of Operations across our Global portfolio, supporting the function to maintain high quality KPIs and performance standards within budgetary limits.

The WFM Planner will be responsible for analysing resource requirements and designing effective scheduling solutions that align with operational goals. You’ll work closely with stakeholders to ensure that plans are not only data-driven but also practical and responsive to the evolving needs of our teams. The holder will monitor performance, carry out analysis of historic data, calculate effects of strategic or procedural changes, forecast work volumes, recommend staffing needs, carry out administrative scheduling activity, identify opportunities to maximise use of resource, provide justification for budget alterations and supply operational performance data.

How you’ll help us make health happen

• Analyse historical and forecasted data to create and publish short- and long-term resource plans.
• Develop and deliver scheduling strategies that support operational performance and service level targets.
• Collaborate with stakeholders across departments to ensure plans meet business needs and reflect how teams work in practice.
• Monitor ongoing and operational performance and variance and adjust intra-day schedules to optimise resource utilisation.
• Track and report on key metrics including call volumes, handle times, queue times, agent availability, and service level adherence.
• Chair regular meetings to review effectiveness of current plan and departmental performance to drive ongoing improved performance and collaboration.
• Identify and communicate the impact of external factors on workload volumes.
• Escalate system issues and coordinate responses across relevant platforms.
• Perform trend analysis to guide strategic decisions and continuous improvement.
• Provide clear, actionable insights and updates to operational teams.
• Act as a key point of contact for queries related to daily planning and scheduling.
• Compare forecasted vs. actual data daily to identify discrepancies.
• Communicate actions and updates to affected business areas.

Key Skills/Qualifications needed for this role:

• Extensive familiarity with software applications including: MS Excel
• Workforce Management systems (experience with TotalView / NICE IEX preferrable)
• Telephony Platforms (experience with Genesys preferrable)
• Email Management Platforms (experience with eGain preferrable)
• Messaging and Live Chat Platforms (experience with LivePerson preferrable)
• Other Workforce Management and telephony systems
• Proven experience in resource planning, MI analysis, or workforce management within a customer service or operations environment.
• Strong stakeholder management skills with the ability to influence and collaborate across teams.
• Analytical mindset with a proactive approach to problem-solving and continuous improvement.
• Excellent communication skills and the ability to translate complex data into clear, actionable plans.

Benefits:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

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