Job Description

Tactical Planning Analyst -FTC

Bupa Place, Salford– Willow House, Staines

Secondment – 12 months

Hybrid working options

Full Time (37.5 hours) per week
Salary £33,500 DOE and location + Fantastic Benefits

About the Role

This is a high-profile role where you’ll work closely with senior stakeholders and frontline colleagues across Operations and Commercial teams. You’ll be part of a small, expert team making real-time decisions that directly impact both our people and our customers.

What you’ll do

• Own the tactical plan for the live week, including forecasting and scheduling.
• Monitor and analyze in-day performance, making evidence-based decisions.
• Lead daily and weekly planning meetings, presenting outlooks and mitigation strategies.
• Act as the conscience of the business, ensuring customer demand is understood and met.
• Manage incident response, guiding frontline teams to deliver the best outcomes.
• Drive continuous improvement and collaborate on operational challenges.
• Provide effective stakeholder management, escalating and mitigating risks.
• Take ownership during out-of-hours coverage when required.

What you’ll bring

• Extensive experience in Contact Centre Planning (Resource Planning or Forecasting).
• Hands-on knowledge of Telephony and WFM technologies
• Strong analytical skills and confident decision-making under pressure.
• Exceptional communication skills to influence and inspire at all levels.
• Proficiency in MS Office

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:

Full time

Job Area:

Delivery and Operations

Locations:

Bupa Place, Staines - Willow House