At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility.
Just imagine the impact you could make.
The purpose of this job is…..
The Senior Demand Scheduling Analyst is responsible for delivering accurate, insight-driven rosters aligned to short-term forecasts, ensuring the right resources are in place across Retail, Contact Centres, and Operations. Using workforce management systems (NICE/IEX), the role translates complex business requirements into efficient scheduling solutions across multiple channels, proactively identifying risks and making data-led staffing recommendations to optimise service levels and customer experience.
Through strong stakeholder engagement and collaboration, the role supports reforecasting, service level planning, and ongoing performance management. It also oversees NICE system configuration and scripting, while analysing operational data to improve efficiency, quality, and service outcomes in line with Planning & Operations strategy.
As a senior member of the team, you’ll also have the opportunity to coach and mentor others, act as a subject matter expert, and help uplift capability across the function.
Key responsibilities include…
- Produce short to medium‑term reforecasts and service level forecasts to inform scheduling decisions
- Build and optimise rosters across all channels, balancing demand, compliance requirements, and employee experience
- Manage shrinkage, leave, and staffing data to ensure accurate capacity planning and service delivery
- Generate data-driven resourcing recommendations, contributing to recruitment and workforce strategies
- Develop and maintain NICE system scripts, configurations, and reporting to enhance scheduling capability
- Monitor performance and schedule efficiency, identifying risks and opportunities for continuous improvement
- Partner with stakeholders to plan activities (e.g. training, campaigns) and adjust schedules accordingly
- Provide coaching and guidance on workforce planning principles, supporting capability uplift across teams
What you’ll need to make it possible
- 5+ years’ experience in workforce planning, including forecasting, reforecasting, and scheduling in contact centre environments
- Strong expertise in WFM systems (NICE/IEX preferred) across voice, digital, and back-office operations
- Solid understanding of forecasting, resource planning methodologies, and service level optimisation
- Advanced analytical capability, with proficiency in Excel; experience with SQL, SAS, Power BI, or Tableau highly regarded
- Exposure to data automation, ETL tools, and database management (e.g. SQL Server) desirable
- Familiarity with customer service technologies and platforms (e.g. AWS, Amazon Connect, Sprinklr, Aspect) advantageous
- Excellent communication, stakeholder management, and problem-solving skills in fast-paced environments
- Proven ability to manage competing priorities, work under pressure, and deliver to deadlines
Why you’ll love it?
We support our people to be the healthiest and happiest versions of themselves.
You’ll love this role if you enjoy solving complex problems with data and seeing your work make a real impact. It offers a unique blend of analytics, strategy, and collaboration, where your decisions directly shape customer experience and operational performance. With constant variety, opportunities to optimise and improve, and the ability to influence key stakeholders, it’s an ideal role for someone who thrives in a fast-paced environment and takes pride in delivering smart, efficient solutions.
If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
