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Band 5ContractPermanentHoursFull time – 37.5 hours per week Job ref914-BSA2950 SiteBridge House/Fleetwood / Newcastle Upon Tyne / Home (Hybrid working model between home working and one listed site)TownNewcastle Upon TyneSalary£25,655 – £31,534 per annumSalary periodYearlyClosing27/09/2021 23:59

This is an exciting opportunity to join a highly successful multi-site professionally accredited Workforce Management Team, working to shape planning across the service, as the organisation evolves and strives for greater efficiency as well as pursuing new business opportunities.

You will have responsibility for Real Time and Workflow management, forecasting and coordinating resource planning activities within the Contact Centre and Back Office functions across Citizen Services. With a specific focus on working pattern flexibility, resource optimisation and holiday/shrinkage control to enable all departments to achieve Service Level Agreements. To develop and provide management information statistics to all team managers and relevant stakeholders throughout Citizen Services to enable the business to drive performance.

You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.

Experience of working in a similar role within a Contact Centre or Back Office is essential. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.

The post holder will have sound working knowledge of WFM systems, ideally Verint, as well as experience working with skill based routing workflow/telephony systems.

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community. 

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark. 

 We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

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