Workforce Planning Analyst

Permanent
Full time (34.5 hours), we are open to a conversation about how you work these hours
Location – Split between home and our Shipley or London office
Salary Range £33,000 – £36,000

About us
At Macmillan you’ll find talented people working together to do whatever it takes to support people living with cancer. We’re going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role

In this role you will have an opportunity to create, amend and monitor robust staffing schedules within our Supporter Care division in line with longer term forecasting to optimise performance and deliver service levels across all channels on a monthly, daily and real time basis.

You will analyse data to produce management information including schedule adherence, that supports the driving of performance and supporter experience.

This role will enable you to use your own initiative and expertise in identifying and advising management teams of any service impacting issues including staffing levels and intraday anomalies, agree and implement remedial action.

About you
The successful candidate will demonstrate the following skills and experience:

• Experience of producing and analysing performance and intelligence reports.
• Experience in a range of IT systems, including telephony, and intermediate to advanced Excel skills. Familiarity with the main Microsoft Office suite is also advantageous.
• Your ability to effectively communicate and influence at all levels, using analysis and evidence to support recommendations will be essential.
• Experience of using planning and real-time management tools within a contact centre is desirable.

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment Process
Application deadline: Tuesday 4th February 2025

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments.