Planning and Scheduling Specialist

Be part of something great Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5, 000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

6 months Fixed Term Contract.

Home Based.


The Planning and Scheduling Specialist plays a critical role in ensuring operational resources are aligned to customer demand through accurate forecasting, capacity planning and schedule optimisation.

The role provides insight and recommendations, delivers actionable workforce intelligence, enabling data-driven decision making that balances customer experience, colleague engagement, operational performance and commercial outcomes. Through workforce management analysis, scenario modelling and continuous improvement activity, the role supports the delivery of efficient, scalable and sustainable workforce plans optimising resource utilisation and client outcomes.

1. Develop accurate short, medium and long-term demand forecasts and translate these into resource and scheduling plans that ensure service level, productivity, occupancy and commercial targets are achieved. Monitor forecast accuracy and recommend interventions to minimise operational risk and maximise resource efficiency.

2. Produce regular workforce management reports, dashboards and performance analysis that provide meaningful insight into demand, capacity, productivity and operational effectiveness. Present findings and recommendations to operational and senior stakeholders.

3. Identify opportunities to improve workforce planning processes, forecasting methodologies, scheduling effectiveness and reporting automation to drive efficiency, quality and stakeholder experience.

4. Conduct scenario modelling, "what-if" analysis and capacity assessments to evaluate the workforce implications of operational, commercial and client-driven changes, supporting strategic decision making.

5. Maintain workforce management systems, planning data and reporting frameworks, ensuring data integrity, governance and compliance with agreed standards.

6. Build effective relationships with operational leaders, clients and wider business stakeholders, providing expert workforce planning advice and challenge to support delivery of business objectives.

Key Internal Stakeholders & Relationships

• Workforce Management Director

Planning and Scheduling Manager

• Head of Relationship Management

• Senior Operations Managers

• Operations Managers

• Integrated Delivery Director

• Bid Managers

• Project Managers

• Workforce Planning and Delivery Team

Key External Stakeholders & Relationships

• Client

Qualifications & Experience

Essential & Desirable

Essential

• Experience of forecasting, scheduling or workforce planning within a contact centre environment using Workforce management (WFM) tools.

• Previous experience with Verint, NICE IEX, Calabrio or equivalent would be advantageous.

• Able to efficiently utilise MS Excel and other Office 365 products to produce effective reporting and insight.

• Experience managing competing priorities and deadlines.

• Experience interpreting data and presenting findings to stakeholders

• Demonstrable experience identifying and implementing process improvements that improve forecasting accuracy, resource utilisation, operational performance or reporting effectiveness.

• Intermediate Excel skills (standard formulas and functions, formatting, pivot tables)

• Basic understanding of forecasting methodologies, Erlang principles and capacity planning techniques.

Desirable

• Experience contributing ideas and recommendations that drive operational or workforce management improvements.

• Experience using Power BI, Power Query or data visualisation tools.

Advanced Excel skills (e.g. pivot tables, advanced formulas, lookups, trend analysis, analysing large datasets)

• Experience using workforce management platforms

• Experience supporting multi-channel or multi-client operational environments.

Maximus Competencies

• Embraces Respect.

• Partners Effectively:

• Creates Innovative Solutions

• Focuses on the Customer:

• Demonstrates Compassion.

• Takes Responsibility & Acts with Integrity

Individual competencies

• Analytical thinking, problem-solving approach to work

• Attention to detail

• Planning and organisation

• Ability to build strong stakeholder relationships

• Communication and presentation skills

• Continuous improvement mindset

• Accountability and ownership

• Client and customer focus, with strong stakeholder management skills

• Innovation and creativity

• Learning agility

Travel Requirements • Limited, less than 10, 000 miles per year

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. • We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. • Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.