111 Tactical Planning Analyst

NHS 111 Tactical Planning Analyst

Shape the plan that keeps patient care running smoothly, every day.

Join our NHS 111 service as a Tactical Planning Analyst, playing a key role in workforce planning, scheduling, and operational readiness. Working with operational leaders and stakeholders, you'll help balance demand and capacity to deliver safe, efficient patient care while developing your expertise in workforce management and real-time planning.

As a Tactical Planning Analyst, you will:

• Own and manage the short-term planning cycle, ensuring readiness from 8 weeks up to real-time operations.
• Analyse trends in demand and performance to inform tactical decisions and schedule adjustments.
• Develop efficient and effective schedules across multiple channels, including front office, back office, and outbound services.
• Manage and negotiate offline activities and shrinkage with stakeholders to balance operational needs and service levels.
• Support scenario modelling and mitigation planning to ensure resilience during planned and unplanned events.
• Influence senior stakeholders with expert knowledge of workforce planning, scheduling best practice, and efficiency opportunities.
• Optimise the use of workforce management tools, including NICE and CXOne systems.
• Collaborate with Team Leaders and operational teams to ensure the best possible preparation for live service delivery.
• Contribute to the wider Resource Planning cycle, driving continuous improvement and alignment across the service.

we're looking for someone who has:

• Experience in working with WFM systems (NICE preferable)
• Strong negotiating skills.
• Evidenced experience of working within a contact centre environment and strong knowledge of Multi-Channel
• Resource Planning Cycle
• Good with numbers and able to analyse large volumes of data in Excel.
• Strong experience in contact centre planning
• An excellent analytical ability and proven experience of identifying performance trends to make recommendations for improvements.
• Ability to reference and implement “planning industry” best practices and developments.

For you, benefits that work.

We’ll support your health, happiness and future with benefits that put you first:

• Access to the NHS pension scheme (we’ll also honour your existing NHS pension pot and holiday entitlement if you’re transferring)
• Wellbeing support
• Flexible working options
• Career growth and development opportunities

For more information on the full range of benefits available click here.

Learning, leading, shaping healthcare.

At DHU Healthcare, we support your growth at every stage of your career. With clear career paths, tailored training, and the DHU Academy, you’ll have the tools and the encouragement to explore new skills and opportunities, take the next step, and make an impact. From leadership programmes and apprenticeships to essential role-specific training, development is part of how we work and shape healthcare together.

Together, reflecting our communities.

We believe great care starts with people feeling valued, respected and supported. That’s why we’re proud to reflect the diversity of the communities we serve and welcome colleagues from all backgrounds.

As a Disability Confident Employer, we welcome candidates to share any support or reasonable adjustments they may need during the recruitment process.

We proudly support the Armed Forces community, recognising the strengths and dedication they bring.

For more information on how DHU can support you, please click here.

We’re proud to offer fulfilling roles with real opportunities for growth - plus training, wellbeing benefits and clear career pathways.

Ready to make the difference? We’d love to hear from you.

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