Job Advert
Base Station: Various locations across Scotland available blended with home working
Integrated Clinical Hub/Ambulance Control Centres – National Operations
Business Support Manager (Forecasting and Analytics)
The Ambulance Control Centres are responsible for handling around 1.4 million calls per year which consists of 999 calls and requests for emergency and non-emergency ambulances for the whole of Scotland. They dispatch a range of assets in response to over 450,000 incidents each year and offer clinical advice and support. They are also responsible for planning and controlling 1.6 million journeys for patients with medical needs to access scheduled care.
The Integrated Clinical Hub provides secondary clinical assessment to patients following initial contact through either 999 or primary care. The hub deploys a multi skilled clinical model consisting of Ambulance Technicians, Paramedics, Nurses, Advanced Practitioners and General Practitioners that ensures patients accessing services receive or are guided to the appropriate level of care. The hub currently conducts around 10,000 assessments per month with a commitment to increase that to 13,000 per month.
Reporting to the Head of Performance, Planning and Information the Business Support Manager (Forecasting and Analytics) is primarily accountable for:
- Supporting the strategy forecasting team to deliver accurate and insightful forecasting and resource plans across the National Operations directorate
- Leading the development of the forecasting and long term capacity planning by working with counterparts across the organisation to ensure consistency with operational and corporate objectives
- Creating Interactive dashboards to cut performance data and improve the utilisation of our current and future populations to drive a reduction in future recruitment
- Monitoring the quality and performance of the capacity planning and analytical function, evaluating new developments in delivery, undertaking local surveys, audit and research activities as appropriate to ensure the provisions of a high quality and cost effective department
- Development and delivery of flexible scheduling approaches which optimises the utilisation of staff to meet patient demand with an appropriate work/life balance
Any candidates with a background in contact centre workforce planning and scheduling supported with a forecasting and analytical skills are encouraged and welcomed to apply.
Candidates must have extensive experience in providing capacity planning, forecasting and analytics for a multi skilled workforce across a number of locations in a control room or contact centre environment for 300FTE and over. It is essential that candidates also have advanced Microsoft Excel skills and should be able to demonstrate strong development and analytical skills supported by SQL, R, WFM tools, web based reporting solutions and contact centre management telephony systems including roster design and workforce scheduling to match shape and demand profiles.
Candidates should be able to demonstrate that they are highly analytical, able to interpret data and communicate effectively. Working across multi-disciplinary teams within a control room or contact centre environment and leadership of real- time and workforce planning methodologies and teams will be advantageous. It is essential candidates can demonstrate strong relationship management skills and can evidence providing advice and insight for complex changes to meet forecast staffing profiles by working in partnership with stakeholder. Experience of budget management and working within agreed policies and procedures are also required for the role.
The ideal candidate will also be highly motivated, solution driven and have the ability to embrace change in an ever developing environment. The individual must have the desire to succeed, supporting improved patient outcomes and assist with driving performance improvement.
The role can be based at a number of locations throughout the Scotland and can also accommodate an agreed amount of remote or home working, there will be a requirement to travel to other sites throughout Scotland on occasion.
For further information please contact James McGuire Head of Performance, Planning and Information at james.mcguire@nhs.scot.
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.