Tactical Planning Analyst

Job Description:

Tactical Planning Analyst

Manchester or Staines

Flexible / Hybrid working options

Permanent

£29k DOE + fantastic benefits

37.5 hours per week

Are you looking for a role that brings you front and centre of the operation? In a contact centre environment you will be involved in creating real time proactive solutions for reactive changes to ensure planned delivery is still met on the day. We are looking for someone with resilience who is able to adapt to change quickly.

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

Role Overview:

As Tactical Planning Analyst you will be utilising your broad understanding of both forecasting and Resource Planning methodologies to make real time decisions, having a direct impact on both our people and our customer alike. Your ability to assimilate complex information and articulate complicated information quickly and effectively is critical to success. 

What you’ll do:

• Ensure customer demand is clearly understood, deploying resource supply to best meet that need
• Make decisions in a high-pressure environment, taking confidence from real time analysis of situations and taking ownership for decisions and actions
• Contribute to Tactical Planning regular meetings
• Taking lead in presenting the daily / weekly outlook, highlighting risks and putting appropriate mitigation in place including use of Overtime or extension of Outsource hours
• Ensure stakeholder conversations take place as appropriate
• Work with colleagues across Operational Planning to develop solutions to Operational challenges undertaking continuous improvement activity to improve the experience of our customers and our people

What you’ll bring:

• Be able to demonstrate extensive experience working as part of a Contact Centre Planning team as either Resource Planner or Forecaster
• Have practical experience of both Telephony and WFM technologies 
• Be a confident decision maker with the ability to base your decisions on analytical assessments of real time circumstances 
• Be an expert communicator, articulating complex messages at all levels of the organisation, inspiring people to engage to ensuring the best possible outcomes for our customer measured through our conduct risks measures. 
• Have proficient use of MS Office applications 

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
• 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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. 

Time Type:

Full time

Job Area:

Commercial & Analytics

Locations:

Bupa Place, Staines - Willow House