Practice Plus Group
Workforce Planning Coordinator
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Workforce Planning Coordinator
Workforce Planning Coordinator Location: Bristol Office, Cribbs Causeway (Office-based role) Salary: £29,267 per annum Contract: Full-time – 37.5 hours per week
About the Role
We are seeking a proactive, analytical Workforce Planning Coordinator to join our healthcare contact centre operation. This opportunity is ideal for someone with exceptional scheduling, resource management, and stakeholder engagement skills who wants to support high-standard patient care delivery.
Working closely with Team Leaders, Operational Managers, and Senior Stakeholders, you will leverage workforce data, forecasting tools, and workforce management systems (preferably Verint) to optimise staff availability and operational efficiency.
Your role will be critical in ensuring the right staff are in the right position at the right time, balancing operational demand with workforce wellbeing and compliance.
Reporting to the 111 Workforce Planning Manager and accountable to the IUC Workforce Planning Lead, you will contribute to both day-to-day coordination and strategic planning efforts.
Responsibilities
Scheduling & Planning
- Build, maintain, and publish core shift schedules using workforce management systems (Verint preferred).
- Handle urgent, routine, and amended scheduling requests as the primary point of contact.
- Schedule shifts, meetings, coaching sessions, briefings, task rotations, appointments, and new starter plans in line with call demand.
- Manage shift swaps, slides, and ad-hoc changes.
- Efficiently process annual leave requests while flagging risks.
- Review break and lunchtime distribution to sustain operational efficiency.
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Staffing & Resource Management
- Ensure compliance with employment legislation, including proper breaks and rest periods.
- Produce and maintain accurate rolling schedules before public release.
- Monitor real-time and future resource utilisation across teams.
- Promote annual leave uptake to prevent end-of-year leave overload.
- Maintain up-to-date workforce data within systems.
- Provide cover and support during periods of team absence.
Communication & Stakeholder Engagement
- Act as the subject matter expert for workforce planning, assisting site leaders with service changes.
- Manage workforce planning inbox and calendar within contracted service levels.
- Deputise for the Workforce Planning Manager (including meetings and presentations) as needed.
- Train team members and update process maps for consistent operations.
- Collaborate on new projects and refresh existing workflows for improvement.
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Reporting & Forecasting
- Generate weekly performance and planning reports for management.
- Maintain a current shift matrix.
- Assist in developing and refining forecasting models.
What We’re Looking For
Experience
- Resource or workforce management experience.
- Strong background in administration. (Line management experience is a desirably but not mandatory.)
- Understanding of financial performance targets and escalation processes.
Skills & Attributes
- Familiarity with Workforce Management Systems (Verint is preferred but not required).
- Exceptionally organised, capable of prioritising tasks in high-pressure environments.
- Calm, resilient, and adaptable in fast-paced settings.
- Outstanding communication and stakeholder management skills.
- Confident in data analysis, reporting, and performance metrics.
- Proficient in Microsoft Office (especially Excel, Word, and PowerPoint).
Qualifications
- Basic educational attainment (related work experience preferred).
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