Resource Planner
| Dyddiad hysbysebu: | 12 Ionawr 2026 |
|---|---|
| Cyflog: | £33,247 i £41,424 bob blwyddyn, pro rata |
| Gwybodaeth ychwanegol am y cyflog: | pro rata dependant on NHS service |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Ionawr 2026 |
| Lleoliad: | Glasgow, Scotland |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | NHS 24 |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Do you have experience in a Resource Planning role within a Contact Centre Environment?
Can you demonstrate experience of operating and maintain a Workforce Management System for 1000+ staff?
Would you describe yourself as highly numeric with a fast-thinking approach to problem solving?
If the above statements describe you, read on to find out more about this exciting opportunity within NHS 24.
Who We Are
As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.
We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. This post will be based in our Cardonald Regional Centre. NHS 24 also supports Hybrid Working for this role, working 3 days in the office, one of which must be every Monday.
The Role
The role holder will provide recommendations and offer subject matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets.
You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites.
Key Responsibilities
Offer support and recommendations to Forecasting & Planning Specialist and offer guidance to Resource Planning Scheduler, working as a team to achieve maximum results in resourcing across the organisation.
Make recommendations to Operational Managers at a national and local level regarding deployment of resource daily.
Design and review shifts and rotas in line with service requirements for all NHS 24's services. Ensuring the best deployment of resource is achieved to meet all of NHS 24's service level objectives.
Pro-actively plan staffing for events which will result in changes to call volumes/profiles and required resource levels/deployment, such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter.
Represent the Resource Planning team in projects and provide input regarding what impact any new or existing developments/initiatives have on our ability to achieve service level and the deployment of resources.
Deputise for Operational Planning Manager / Forecast & Planning Specialist as and when required.
Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles.
Deal with queries from Senior Management regarding resource implications and offer best practice.
Develop, implement, and maintain the Resource Planning processes and procedures.
Maintain WFM to ensure all information held on the system is accurate and up to date.
Ensure all exceptions are captured and reported on through supporting Resource Planners / Resource Planning Scheduler.
Successful Applicant will be:
Educated to degree level or equivalent experience.
Experience of operating and maintain a WFM system for 1000+ staff.
Experience in a Resource Planning role within a Virtual Contact Centre environment.
Highly numeric with a fast-thinking approach to problem solving.
Ability to multitask, work to tight timescales whilst maintaining excellent attention to detail.
Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers.
Well developed analytical skills with a high level of PC literacy
Ability to work both independently and with others with minimal supervision.
Flexible and adaptable in their approach
Benefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 5 (£31,892 - £39,735) Per Annum. Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:
35 days annual leave (rising to 41) pro-rata
Development opportunities including study bursaries, e-learning and classroom-based courses
Enhanced pay for working public holidays
Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
NHS discounts on goods and services
HELP, employee support and assistance
This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.
Interested?
Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
Can you demonstrate experience of operating and maintain a Workforce Management System for 1000+ staff?
Would you describe yourself as highly numeric with a fast-thinking approach to problem solving?
If the above statements describe you, read on to find out more about this exciting opportunity within NHS 24.
Who We Are
As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.
We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. This post will be based in our Cardonald Regional Centre. NHS 24 also supports Hybrid Working for this role, working 3 days in the office, one of which must be every Monday.
The Role
The role holder will provide recommendations and offer subject matter expertise to Operational Management on how to effectively deploy resources to achieve maximum efficiency and agreed service level targets.
You will be responsible for accurately forecasting call demand and delivering resource requirements to Operations at national and local level for 1000+ staff across multiple sites.
Key Responsibilities
Offer support and recommendations to Forecasting & Planning Specialist and offer guidance to Resource Planning Scheduler, working as a team to achieve maximum results in resourcing across the organisation.
Make recommendations to Operational Managers at a national and local level regarding deployment of resource daily.
Design and review shifts and rotas in line with service requirements for all NHS 24's services. Ensuring the best deployment of resource is achieved to meet all of NHS 24's service level objectives.
Pro-actively plan staffing for events which will result in changes to call volumes/profiles and required resource levels/deployment, such as Public Holidays, advertising campaigns and specialist events such as Festive and Easter.
Represent the Resource Planning team in projects and provide input regarding what impact any new or existing developments/initiatives have on our ability to achieve service level and the deployment of resources.
Deputise for Operational Planning Manager / Forecast & Planning Specialist as and when required.
Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium to generate, monitor and predict call profiles.
Deal with queries from Senior Management regarding resource implications and offer best practice.
Develop, implement, and maintain the Resource Planning processes and procedures.
Maintain WFM to ensure all information held on the system is accurate and up to date.
Ensure all exceptions are captured and reported on through supporting Resource Planners / Resource Planning Scheduler.
Successful Applicant will be:
Educated to degree level or equivalent experience.
Experience of operating and maintain a WFM system for 1000+ staff.
Experience in a Resource Planning role within a Virtual Contact Centre environment.
Highly numeric with a fast-thinking approach to problem solving.
Ability to multitask, work to tight timescales whilst maintaining excellent attention to detail.
Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers.
Well developed analytical skills with a high level of PC literacy
Ability to work both independently and with others with minimal supervision.
Flexible and adaptable in their approach
Benefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 5 (£31,892 - £39,735) Per Annum. Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:
35 days annual leave (rising to 41) pro-rata
Development opportunities including study bursaries, e-learning and classroom-based courses
Enhanced pay for working public holidays
Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
NHS discounts on goods and services
HELP, employee support and assistance
This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.
Interested?
Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
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Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
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