Wayne Deakin Email & Phone Number

Lead and provide analysis on workforce management tools, reports, best practice and advise management team on its use, to support staff scheduling, call forecasting and long term planning. Implement and maintain effective Workforce Planning processes to ensure NHS 111 has the right staff in place to meet patient demand. To lead specific projects associated with improving performance through the use of intelligent information across the NHS 111 service and the Trust, to provide support to the Transformation Project team through analysis and assist project management. To keep abreast of industry developments, building relationships with Professional Planning Forum. To produce reports showing progress against business/departmental KPIs, outstanding milestones, status, resource requirements, issues, risks and dependencies. To undertake research and audit as part of the business intelligence service ; ensuring effective review of operational practices across all service areas in conjunction with the management teams with a view to guiding service change. To lead on the development and maintenance of a data warehouse and liaise with other departments and commissioners ensuring that the data held responds to business needs and is of appropriate quality. To support the Head of Service Delivery in meeting budget requirements. To ensure users are trained to understand and make good use of new MI systems, MI reports and new sources of information, to implement any changes necessary to improve the delivery and resilience of business services. To work effectively with the Business Intelligence team and with all staff, working in partnership to achieve objectives and support the delivery of key performance indicators. To work effectively with the Business Intelligence team and with all staff, working in partnership to achieve objectives and support the delivery of key performance indicators, to motivate and support the rest of the team in their personal work objectives.

I am responsible for building staff rotations and ensuring we can meet the call demand on a daily, weekly and monthly basis.I currently use multiple planning tools both in Microsoft Excel and Microsoft Access to assist in planning for the business to achieve its KPI’s. I currently manage the end to end process for the scheduling of different business areas within the bank, these are across multiple sites and I liaise with all members of management to ensure I achieve my targets and the business achieves theirs.Main Responsibilities;• Build staff rotations on a weekly basis using the workforce management tools. • Influence management decisions with regards to flexible working applications, maternity returners and Long Term Sick (LTS), looking at the business needs so the business can make the best decision.• Build KPI’s and optimise them to ensure we can meet call demand and other shrinkages.• Manage annual leave applications, ensuring that annual leave is utilised throughout the year.• Manage a dial in with the business to advise on areas of concern within the forecasted data verse the scheduled data, recommend overtime, increase or decrease in annual leave, influence the business in cancelling or increasing training and off phone activity.• Complete a daily analysis on yesterday’s performance and highlight any issues and provide reasoning for not achieving Service Level Agreement’s (SLA’s).• Perform quarterly shift reviews, identify any areas that need altering and then manage a call with the business to perform a full shift review and implement the new rotations into the populations within agreed timescales.

Scheduler - Part of my job was to forward plan and make recommendations to the operation and management on areas of improvement, this was to ensure that we met the requirements to deal with the work queue.I used Microsoft Excel extensively to produce reports that can be used to view staffing levels and identify areas of concern; these included the ability to change shrinkage allowances as they could change day to day. The planners incorporated the staffing requirements of the client versus the planned staffing thus enabling recommendations; this could be a recruitment need or a need for overtime or extra holidays.Dialler Analyst - Part of my job was to monitor performance and ensure good data penetration of files. Have the ability to resolve any issues that may arise and be the point of contact and liaise with all other areas to get a resolution. Develop and recommend changes to strategy where appropriate and help to maximise targets.Campaign specific MI reporting and distribution, this was done by exporting the required data out of the dialler and collating this using Excel to produce the required information in a readable format.Other duties:• Analysing data to extract the required information to plan the appropriate shifts.• Building planners.• Analysing past and future data and looking at areas of improvement • Recruitment needs and timescales.• Multi Campaign Management across multiple sites • Shrinkage Management• Ad-hoc Scheduling issues. • Day to day management of an outbound dialler• Ensuring OFCOM regulations are not exceeded • Population of MI reporting for multiple outbound campaign• DATA Management

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