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111 Capacity Analyst

NHS Business Services Authority
Job LocationPride Park
EducationNot Mentioned
Salary£25,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

NHS 111 CAPACITY ANALYST We have an exciting opportunity for a Capacity Analyst who will provide a medium to long term insight in to key activities and growth plans, with timely action and intervention to maintain business performance. NHS 111 is a free to use telephony and internet based none emergency health care helpline that provides support for patients with none emergency healthcare problems to locate correct medical services for their needs. NHS 111 operates on a 24 x 7 x 365 days per year basis across the whole of England.This is an exciting period of growth for the service which has led to the creation of a Capacity Planning Analyst role which will help us remain scalable whilst continuing to deliver key KPIs and within budgetary constraints.The post holder will support the delivery of high quality services with key responsibilities including:

  • Being responsible for the collation and maintenance of relevant data to be used in the short term forecasting processes, reviewing forecasts to maintain accuracy with agreed tolerances.
  • Ensuring the forecasts are kept up to date with relevant intelligence applied so that the planning analysts are able to maintain efficient and optimised schedules.
  • Working with both the Capacity Planning Manager and the Planning Analyst to transition the process from its initial planning to actual delivery and becomes the system expert.
  • Reviewing and analysing historical contact, AHT and shrinkage data, normalising where required
  • Editing and manipulating non-representative call spikes from forecast where necessary.
  • Working with the Planning Analysts to create reports showing following week’s anticipated performance, contacts, hotspots etc. by day/ interval for discussion.
  • Building and maintaining relationships with key stakeholders that have information relating to contact impact – monitoring this impact and feeding into forecast intelligence as well as reporting for future learning.
  • Ongoing analysis of contact centre performance via available MI.
    • What you will need to demonstrate:
  • Analytical thinking and problem solving skills
  • Excellent written, verbal and visual communication skills with ability to adapt communication style to differing audiences in an effective manner
  • Ability to negotiate in order to find mutually acceptable solutions
  • Resilience, autonomy and the ability to handle conflict in a positive manner
  • Ability to manage multiple activities ensuring timely and accurate completion
    • For any enquiries please contact 111 HR - DHU111EastMidlands.HumanResources@DHUHealthCare.nhs.ukClosing date for applications – Sunday 10th January 2021

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