WorkforceManagement(WFM)Planner

Job Description: **Workforce Management (WFM) Planner ** **Brighton** **Full time - Hybrid 35 hours per week** **Salary starting from £35,200****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