Commercial & Analytics Planning & MI Analyst

Job Description:

Location: Cairo
Job Type: Full-time

The Planning department is a key part of Operations, responsible for supporting the wider function in maintaining high-quality KPIs and performance standards within budget.

As a Planning & MI Analyst, you will ensure the right resources are planned across all customer-facing teams to consistently meet service targets. You will monitor performance, analyse trends, forecast workload, recommend staffing levels, identify opportunities to optimise resource utilisation, justify budget variances, and provide critical operational data for decision-making.

Your responsibilities may vary depending on business priorities and operational needs, but will include:

• Creating short- and long-term analysis and planning to meet business objectives.
• Partnering with key stakeholders to support cross-functional collaboration that enhances customer experience.
• Engaging daily with operational stakeholders and frontline colleagues.
• Monitoring external factors that may impact workload volumes.
• Tracking real‑time performance metrics such as call volumes, AHT, queue times, agent availability, and service levels.
• Escalating system issues across telephony, routing, applications, and operational technologies.
• Conducting trend analysis of call volumes and activities to inform daily and long-term strategies.
• Comparing forecasted vs actual data daily to identify concerns and variances.
• Communicating operational status and actions to relevant business teams.
• Monitoring intraday schedules and adjusting resource plans as needed.
• Reviewing and approving unplanned same‑day off‑phone requests.
• Proactively coordinating with sites to execute planned and real-time activities.
• Communicating effectively at all levels of the organisation.
• Acting as a subject expert in the daily operations of the call centre.

• Proven SME experience in scheduling and forecasting within a high‑volume, people‑centric environment.
• Experience planning for specialist teams across multiple sites in complex, customer‑focused operations.
• Demonstrated success in applying planning methodologies and processes.
• Proficiency with Workforce Management tools or planning models.
• Experience working with large and complex datasets and translating insights into recommendations.
• Strong communication and presentation skills (verbal and written).
• Proficiency in MS Office Suite.
• Experience influencing decisions across multiple levels (front line to senior leadership).
• High numeracy and analytical capability.
• Proven ability to deliver planning outputs for multi-functional business areas.
• Experience liaising with external partners, third-party suppliers, or key account stakeholders.

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 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.

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