Workforce Planning Analyst

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £32k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 Seed Round on 2018-01

Compliance • SaaS • Enterprise

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

• Ongoing review of forecasting accuracy – (Short, Mid & Long Term) • Optimisation of ‘Offline’ activities during the day/current week • Monitor staff adherence, and challenge and escalate where shortfalls occur • Manage all agent skill changes to ensure SLAs are met • Update daily & weekly resource plans with amendments, and re issue with insightful analysis and commentary • Balance all SLA’s & escalate inefficiencies, shortfalls, and risks with insight & solutions • Chair Daily, Weekly & Monthly Governance meetings with key stakeholders • Scenario modelling – (Short, Mid & Long Term) • Responsible for updating and maintaining the WFM tool including Agent set up and data quality & feed • Shift Management & Release in accordance to agreed timeline and governance including ongoing shift Reviews

🎯 Requirements

• Experience working in Workforce Management team within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services • Advanced Excel skills, including modelling and data analysis • Strong analytical and problem-solving capability • Ability to interpret complex datasets and present clear insights • Strong stakeholder engagement and communication skills • High level of attention to detail and data accuracy

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice • Auto-enrolment to our company pension • Life assurance • A cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Paternity pay of two weeks • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform