Job Description:

Resource Planner and Analyst

Bupa Place, Manchester + Other UK Locations

Permanent

Hybrid Working Options

Full time (37.5 hours)

Competitive Salary + Excellent Benefits

We consider all types of flexibility, including locations, hours and working patterns.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Within this role a Resource Planner and Analyst will deliver efficient and effective resource forecasting and planning to Health Services Contact Centres, enabling the teams to deliver the required grade of service. Here you will take responsibility for the end-to-end planning cycle for a specific Service area which includes creating capacity plans, producing, and maintaining schedules, monitoring, and flexing resource to meet future and immediate demand.

This role requires you to respond to a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data and analysis. Along with making recommendations to address future requirements and drive service improvement as well as taking corrective action to address short term, unplanned events to restore gaps or maintain service performance.

You’ll help us make health happen by:

• Creating, developing, reviewing, and continually adapt capacity plans to meet the changing business requirements.
• Generating and maintaining schedules using forecasted demand and in-depth knowledge of products to create the optimum staffing levels.
• Producing regular reporting, providing appropriate commentary to highlight any specific achievements, concerns, or areas of focus.
• Observing, recording and analysing operational trends and impacts in order to build into the forward planning process and ensure any remedial action is taken to eliminate resource risks.
• Delivering creative, relevant, and meaningful insight on Service performance by interpreting operational MI, identifying data anomalies, patterns, and trends.

Key Skills / Qualifications needed for this role:

• Excellent interpersonal skills and the ability to communicate with customers and colleagues
• Exceptional numerical reasoning, attention to detail and accuracy
• Experience of working in a resource planning team ideally within a contact centre environment
• Experience working in a fast paced, complex operational service environment, responding to changing demands
• Stakeholder management experience across all levels, with good influencing skills and the confidence to challenge

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 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
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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