Workforce Planning Coordinator

Location: Bristol Office, Cribbs Causeways (Office-based role)

Salary: £29,267 per annum

Contract: Full-time – 37.5 hours per week

We are looking for a proactive, analytical Workforce Planning Coordinator to join our healthcare contact centre operation. This is a fantastic opportunity for someone with strong scheduling, resource management, and stakeholder engagement skills to play a key role in ensuring smooth day-to-day service delivery.

Working closely with Team Leaders, Operational Managers, and Senior Stakeholders, you will use workforce data, forecasting, and workforce management tools to ensure the right people are in the right place at the right time—helping to deliver a consistently high standard of patient care.

What will you be doing:

Reporting to the 111 Workforce Planning Manager and accountable to the IUC Workforce Planning Lead, you will be responsible for building and maintaining staffing plans, managing schedules, and supporting operational performance across the service.

You will act as a subject matter expert for planning and scheduling queries, balancing operational demand with workforce wellbeing and compliance.

Scheduling & Planning

• Build, maintain, and publish core shift schedules using workforce management systems (Verint preferred).
• Act as the main point of contact for urgent, routine, and amended scheduling requests.
• Schedule shifts, meetings, coaching sessions, briefings, task rotations, appointments, and new starter plans in line with call demand.
• Implement shift swaps, slides, and ad hoc changes as required.
• Process annual leave requests efficiently and highlight any risks or concerns.
• Review break and lunchtime distribution to maintain operational efficiency.

Staffing & Resource Management

• Ensure all working patterns comply with employment legislation, including breaks and rest periods.
• Produce and maintain rolling schedules, ensuring accuracy before publication.
• Monitor real-time and future resource utilisation across teams.
• Promote annual leave uptake to reduce end-of-year leave pressure.
• Maintain accurate workforce data within the workforce management system.
• Provide cover and support during periods of team absence.

Communication & Stakeholder Engagement

• Act as the planning subject matter expert, supporting site leaders with service-impacting changes.
• Manage the workforce planning inbox and calendar within agreed service levels.
• Deputise for the Workforce Planning Manager when required, including attending and presenting at meetings.
• Upskill team members and maintain up-to-date process maps to ensure consistent ways of working.
• Support the Workforce Planning Manager with new projects and service improvements.

Reporting & Forecasting

• Produce weekly performance and planning reports for management.
• Maintain the shift matrix.
• Support the development and maintenance of forecasting models.

What we`ll look for in you:

• Experience
• Resource or workforce management experience.
• Strong administrative background.
• Line management experience (desirable).
• Understanding of financial performance targets and escalation processes.

Skills & Attributes

• Knowledge of Workforce Management systems (Verint preferred).
• Highly organised, with the ability to manage large workloads and changing priorities.
• Calm, resilient, and adaptable in fast-paced environments.
• Excellent communication and stakeholder management skills.
• Comfortable working with data, reporting, and performance metrics.
• Strong MS Office skills (Excel, Word, PowerPoint).
• Qualifications
• Basic educational attainment (relevant experience preferred).