Job Description:
Tactical Planning Analyst
Bupa Place, Salford- Willow House, Staines
Permanent
Hybrid working options
Full Time (37.5 hours) per week
Salary £33,600 DOE and location + Fantastic Benefits
Role Overview
About the Role
This is a high-profile role where you'll work closely with senior stakeholders and frontline colleagues across Operations and Commercial teams. You'll be part of a small, expert team making real-time decisions that directly impact both our people and our customers.
What you'll do
Own the tactical plan for the live week, including forecasting and scheduling.
Monitor and analyze in-day performance, making evidence-based decisions.
Lead daily and weekly planning meetings, presenting outlooks and mitigation strategies.
Act as the conscience of the business, ensuring customer demand is understood and met.
Manage incident response, guiding frontline teams to deliver the best outcomes.
Drive continuous improvement and collaborate on operational challenges.
Provide effective stakeholder management, escalating and mitigating risks.
Take ownership during out-of-hours coverage when required.
What you'll bring
Extensive experience in Contact Centre Planning (Resource Planning or Forecasting).
Hands-on knowledge of Telephony and WFM technologies.
Strong analytical skills and confident decision-making under pressure.
Exceptional communication skills to influence and inspire at all levels.
Proficiency in MS Office.
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.
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 timeJob Area:
Call CentreLocations:
Bupa PlaceWe’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all.
We take immense pride in our work, working together with determination and focus. Delivering care that our 2.2 million customers can count on, from experts they trust.
Click one of our job areas below to begin searching for an opportunity in Insurance.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
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.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
Working in our Contact Centres, no two days are ever the same. Ayshea joined our team in 2014 as a Customer Service Advisor and since then she’s progressed to work in the Omni Channel team. We caught up with her to find out what she loves about working in customer service.
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