Workforce Planning Analyst
WFA Digital Insight
The demand for skilled workforce planning analysts has grown significantly in recent years, with a focus on data-driven decision making and operational efficiency. As companies navigate complex labour markets, professionals with advanced Excel skills and analytical capabilities are in high demand. Capita, a leading provider of digital and support services, is seeking a talented Workforce Planning Analyst to join their team. With the remote job market booming, this role offers a unique opportunity to work with a reputable company and develop your skills in a dynamic environment. Before applying, candidates should be aware of the importance of attention to detail, stakeholder engagement and strong analytical skills in this role.
Job Description
About the Role
The Workforce Planning Analyst role at Capita is a critical position that involves delivering accurate workforce plans, forecasts, and performance insights to enable operational areas to meet customer demand efficiently. As a key member of the team, you will be responsible for supporting the alignment of supply and demand through robust capacity planning, financial modelling, and data-driven decision-making across multiple service lines.The role requires a high level of analytical and problem-solving capability, as well as excellent stakeholder engagement and communication skills. You will be working closely with operational areas to provide advanced planning direction and ensure service delivery of contractual KPIs. The ideal candidate will have experience working in a Workforce Management team within an operation with front office, back office, and/or field services.
What You Will Do
- Deliver accurate workforce plans, forecasts, and performance insights to enable operational areas to meet customer demand efficiently
- Provide advanced planning direction to assist operational areas in ensuring service delivery of contractual KPIs
- Conduct ongoing review of forecasting accuracy, including short, mid, and long-term forecasts
- Optimise 'offline' activities during the day/current week to improve efficiency
- Monitor staff adherence and challenge and escalate where shortfalls occur
- Manage all agent skill changes to ensure SLAs are met
- Update daily and weekly resource plans with amendments and re-issue with insightful analysis and commentary
- Balance all SLAs and escalate inefficiencies, shortfalls, and risks with insight and solutions
- Chair daily, weekly, and monthly governance meetings with key stakeholders
- Develop scenario models, including short, mid, and long-term models
- Update and maintain the WFM tool, including agent setup and data quality and feed
- Manage shift releases in accordance with agreed timelines and governance, including ongoing shift reviews
What We Are Looking For
- Experience working in a Workforce Management team within an operation with front office, back office, 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
- Experience with WFM tools and data analysis software
- Strong understanding of workforce planning principles and practices
- Ability to work in a fast-paced environment and prioritize tasks effectively
Nice to Have
- Experience with financial modelling and capacity planning
- Knowledge of operational areas, including front office, back office, and field services
- Familiarity with data visualization tools and techniques
- Experience with project management and team leadership
Benefits and Perks
- Competitive basic salary
- 23 days' holiday, rising to 27 days
- Opportunity to take a paid day out of the office, volunteering for charity partners or a cause of your choice
- Auto-enrolment to company pension, life assurance, and cycle2work scheme
- 15 weeks' fully paid maternity, adoption, and shared parental leave, and paternity pay of two weeks
- Access to employee network groups, representing every strand of diversity
- Voluntary benefits designed to suit your lifestyle, including discounts on retail and socializing, health and wellbeing, travel, and technology
- Opportunity to work with a reputable company and develop your skills in a dynamic environment
How to Stand Out
- Ensure you have advanced Excel skills, including modelling and data analysis, as this is a key requirement for the role.
- Develop a strong understanding of workforce planning principles and practices, and be prepared to provide examples of how you have applied these in previous roles.
- Familiarize yourself with data analysis software and tools, and be prepared to discuss your experience with these.
- Prepare to discuss your experience working in a Workforce Management team, and how you have contributed to the success of the team.
- Be prepared to provide examples of your analytical and problem-solving capabilities, and how you have applied these in previous roles.
- Consider developing a portfolio of your work, including examples of your Excel models and data analysis, to demonstrate your skills to the interviewer.
- Research the company and the role, and be prepared to discuss why you are interested in the position and how you can contribute to the company's success.
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