Planning Manager (Patient Operations Center)

Description

Job Summary: Leads service planning and sizing, ensuring operational efficiency and KPI compliance in Contact Center environments. Key Highlights: 1. Joining a dynamic environment with high operational impact. 2. A strategic project with visibility across the organization. 3. Participation in transformation and continuous improvement initiatives. **Quirónsalud** --------------- Quirónsalud is Spain’s leading provider of healthcare services. We count on internationally renowned experts in the biomedical field and a large team of healthcare and non-healthcare professionals who work daily to deliver the highest quality, specialized care in our country. At Quirónsalud, we seek the best professional talent to continue delivering differentiated healthcare services distinguished by quality, high specialization, and person-to-person health care. **Job Description** ---------------------------- **At Quirónsalud, your career has purpose.** At Quirónsalud, we not only lead the healthcare sector—we are transforming it. With state-of-the-art technology and a network of over 58 hospitals in Spain and more than 180 healthcare centers across Europe—backed by Fresenius\-Helios—we operate with a clear mission: improving lives. We seek professionals eager to grow, innovate, and join a team where excellence is part of everyday life. **Join Our Team** **Position:** Planning Manager. **Location:** Patient Operations Center (Madrid). **What Will Be Your Mission?** Lead service planning and sizing, ensuring operational efficiency and KPI compliance through data analysis, resource optimization, and continuous process improvement in Contact Center / POC environments. **Responsibilities** * Plan and optimize services using historical data analysis, activity forecasts, and resource sizing. * Ensure operational efficiency through shift management, vacation scheduling, overtime, absenteeism control, and staffing reinforcements. * Monitor service profitability (budget vs. actual), identify variances, and define corrective action plans. * Define, analyze, and track operational KPIs, proposing results-oriented improvements. * Design and optimize planning processes, procedures, and tools (WFM, operational platforms). * Collaborate in drafting tender documents and supplier management, defining metrics, SLAs, and penalty models. * Prepare periodic reports for senior management, including activity analysis, efficiency assessments, and improvement proposals. * Participate in operational, technological, and quality implementation projects. * Ensure proper coordination with other departments, acting as the point of contact for operational needs. **Cross-Functional Responsibilities** * Drive continuous improvement and process standardization. * Ensure alignment of KPIs and variable models with company objectives. * Promote data-driven management focused on efficiency and service quality. * Facilitate interdepartmental coordination and effective execution of the operational strategy. **Team Management** * Lead and develop the planning team, fostering a collaborative, high-performance environment. * Set objectives, monitor progress, and define action plans in response to deviations. * Provide ongoing feedback, performance evaluations, and coaching sessions. * Coordinate internal team communication and task prioritization. **Reporting and Executive Support** * Report to Operations Management on KPI evolution, activity levels, and service efficiency. * Generate operational and financial reports, with daily and real-time tracking. * Participate in executive meetings, providing analysis and recommendations. **Project Office and Supplier Management** * Plan, coordinate, and monitor strategic area projects. * Manage suppliers to ensure compliance with agreed KPIs and service levels. **What We Offer** **Permanent Contract** * Indefinite-term contract. * Joining a dynamic environment with high operational impact. **An Environment That Boosts Your Development** * A strategic project with visibility across the organization. * Participation in transformation and continuous improvement initiatives. **We Care About Your Well-being** * Access to corporate benefits and work-life balance policies. * A collaborative, results-oriented environment. **We’re Waiting for You!** *At Quirónsalud, we promote integration and respect for diversity. Therefore, our selection processes are conducted under these principles. Likewise, the company declares its commitment to establishing and developing practices that foster and encourage equal treatment and opportunities between men and women, without direct or indirect discrimination based on gender. This principle forms part of our Corporate and People Policy, aligned with Organic Law 3/2007, of March 22, on Effective Equality Between Women and Men.* **Requirements** -------------- * University degree (Business Administration, Economics, Statistics or related field). * Master’s degree in Contact Center, Customer Experience or related disciplines is desirable. * Experience in planning and operations management within Contact Center environments. * Proficiency in WFM tools (Erlang, Verint…) and platforms (Genesys, Avaya, Altitude…). * Advanced data analysis skills (Power BI, SQL/Queries, DAX). * Knowledge of performance indicator models and labor regulations (collective agreement for telemarketing is desirable). * Strong analytical ability, results orientation, and strategic vision. Do you already have a profile on ? Autocomplete with b4work **Position:** PLANNING MANAGER**Department:** QS\-NURSING ASSISTANT**Location:** Madrid (Spain)**Contract Type:** Indefinite-term**Working Hours:** Full-time**Sector:** Healthcare**Vacancies:** 1**Discipline:** Operations**Work Mode:** On-site