Tactical Planning Lead

Job Introduction

Job Advert: Tactical Planning Lead

Location: Orbis-Derby
Type: Full-time
Salary: Band 6.0
Company: DHU 111 (East Midlands) CIC

About Us DHU 111 (East Midlands) CIC is a leading provider of contact centre-based NHS 111 services in England. With over 4.5 million calls a year from a population of 11 million patients across the Midlands, Milton Keynes, and London, we pride ourselves on delivering high-quality patient care. Recently rated Outstanding by the Care Quality Commission, our aim is to be the best employer and provider of NHS 111 services in the country, consistently offering excellent performance and customer service.

Job Overview We are seeking an experienced Tactical Planning Lead to join our team. Reporting to the Tactical Planning Manager, you will lead and develop a team of coordinators across the 111 contact centre estate, covering both health advisors and clinical practitioners. As the Tactical Planning Lead, you will ensure the right resource capacity to deliver great service to our customers and provide expert-level understanding of planning and scheduling methodology.

Key Responsibilities

• Support the creation of a robust Tactical Planning framework that aligns with industry best practices and company goals.
• Develop tactical forecasts and scenario models to support the Tactical Planning team in creating efficient schedules for various channels, including Front Office, Back Office, and Outbound.
• Act as a key interface between senior operational stakeholders and the Tactical Planning team, providing expert knowledge on scheduling best practices, working time directives, and mitigation planning.
• Lead a small group of Tactical Planning analysts, offering side-by-side and one-on-one coaching.
• Provide expert knowledge on WFM tools, including NICE IEX and NICE CX One, for administration, optimisation, and training.
• Create and manage tactical plans to achieve maximum performance in response to planned and unplanned events.
• Contribute to the wider Resource Planning Cycle, representing scheduling and tactical planning opportunities, processes, and opinions.

Experience and Qualifications Essential

• Expert experience in WFM systems administration and development (IEX or CX One).
• Strong knowledge of IVRs and Call routing.
• Significant experience in contact centre planning and multi-channel resource planning cycles.
• Awareness of tactical planning, scheduling, and Erlang methodologies.
• Proven experience in identifying performance trends and making improvement recommendations.

Preferable

• Experience working in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
• Advanced PC and MS Office skills.
• Experience with change management.

Capabilities

• Excellent analytical skills and a proactive outlook toward feedback and continuous improvement.
• Strong people skills and role model behaviours.
• Exceptional knowledge and understanding of Contact Centre metrics and KPIs.
• Right first-time attitude with a focus on quality outputs.

Benefits

• Competitive salary and benefits package.
• Comprehensive health benefits (medical, dental, vision).
• Retirement savings plan with company match.
• Flexible work arrangements, including remote work options.
• Professional development opportunities.