The Workforce Planning Analyst is responsible for delivering accurate workforce plans, forecasts, and performance insights that enable operational areas to meet customer demand efficiently.<h3>Job title:</h3>Workforce Planning Analyst<h3>Job Description:</h3><p>The Workforce Planning Analyst is responsible for delivering accurate workforce plans, forecasts, and performance insights that enable operational areas to meet customer demand efficiently. The role supports the alignment of supply and demand through robust capacity planning, financial modelling, and data-driven decision-making across multiple service lines. In addition, you will provide advanced planning direction to assist the Operational areas in ensuring service delivery of contractual KPIs</p><h3>Responsibilities</h3><ul><li><p>Ongoing review of forecasting accuracy – (Short, Mid &amp; Long Term).</p></li><li><p>Optimisation of ‘Offline’ activities during the day/current week.</p></li><li><p>Monitor staff adherence, and challenge and escalate where shortfalls occur.</p></li><li><p>Manage all agent skill changes to ensure SLAs are met.</p></li><li><p>Update daily &amp; weekly resource plans with amendments, and re issue with insightful analysis and commentary.</p></li><li><p>Balance all SLA’s &amp; escalate inefficiencies, shortfalls, and risks with insight &amp; solutions.</p></li><li><p>Chair Daily, Weekly &amp; Monthly Governance meetings with key stakeholders.</p></li><li><p>Scenario modelling – (Short, Mid &amp; Long Term).</p></li><li><p>Responsible for updating and maintaining the WFM tool including Agent set up and data quality &amp; feed.</p></li><li><p>Shift Management &amp; Release in accordance to agreed timeline and governance including ongoing shift Reviews.</p></li></ul><h3>About You</h3><ul><li><p>Experience working in Workforce Management team within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services.</p></li><li><p>Advanced Excel skills, including modelling and data analysis</p></li><li><p>Strong analytical and problem-solving capability</p></li><li><p>Ability to interpret complex datasets and present clear insights</p></li><li><p>Strong stakeholder engagement and communication skills</p></li><li><p>High level of attention to detail and data accuracy</p></li></ul><h3>About PCSE</h3><p>Primary Care Support England (PCSE) is delivered by <a href="https://himalayas.app/companies/capita">Capita</a> on behalf of NHS England and NHS Improvement (NHSEI), to deliver digital, logistical and support services to every GP, Dentist, Optician and Pharmacist providing NHS services in England. </p><p>Our focus is on improving these services by standardising all processes nationally, to make each service more efficient. To date we have already transformed a number of services for Primary Care Support, including ordering medical supplies, tracking medical records, maintaining the Performers Lists for England and processing Ophthalmic