Workforce Planning Analyst

🔥 12 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Review forecasting accuracy across short-, mid- and long-term horizons • Optimise offline activities during the day and current week • Monitor staff adherence and challenge or escalate shortfalls • Manage agent skill changes to ensure SLAs are met • Update and reissue daily and weekly resource plans with analysis and commentary • Balance SLAs and escalate inefficiencies, shortfalls and risks with solutions • Chair daily, weekly and monthly governance meetings with key stakeholders • Update and maintain the WFM tool, including agent setup, data quality and feeds • Manage and release shifts according to agreed timelines and governance, including ongoing shift reviews • Share ownership of capacity plans, including build, maintenance and production • Liaise with internal stakeholders on business planning and forecasting • Review drivers and incorporate variances into plans with commentary and version control • Manage supply, demand and shrinkage models, trackers and processes

🎯 Requirements

• Minimum of 2 years’ experience working in a Workforce Management team within an operation with front office (contact centre), Back Office (Processing) and/or Field Services • Strong analytical skills and proven skills associated with propensity/regression-based analysis across multichannel environments • Excellent problem-solving and decision-making skills • Ability to operate effectively in a team environment • Good oral and written communication and interpersonal skills • Proficiency in WFM software desirable; Verint, Alvaria and EG Solutions advantageous • Proficiency in telephony operating systems desirable; AWS and Avaya advantageous • Advanced Excel skills desirable

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • Paid day out of the office for volunteering with charity partners or a chosen cause • Auto-enrolment to company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity leave • Fully paid adoption leave • Fully paid shared parental leave • Two weeks’ paternity pay • Voluntary lifestyle benefits, including retail, socialising, health & wellbeing, travel and technology discounts • Access to Employee Network Groups • Career growth and professional development opportunities • Flexible work arrangement: work from home