Capacity Planning Analyst

An exciting opportunity has arisen to join our Resourcing and Planning team as a Capacity Planning Analyst.

If you have a strong background in delivering highquality, insightful data within a complex organisationand you’re looking to develop your career within a dynamic and evolving businesswe would be delighted to hear from you. In return, we will support your development with genuine care, providing the guidance, respect and empowerment you need to thrive and be your very best.

About the Role

As a Capacity Planning Analyst, you will use your understanding of business drivers to create accurate longterm capacity plans and forecasts across multiple sites and stakeholder groups. This includes both front and backoffice operations. Your insight will help ensure operational requirements are met while identifying opportunities to improve how resources are aligned to demand.

In this role, you will:

• Forecast future demand and supply using predictive modelling techniques and strong business insight.
• Develop and present optimised longterm capacity plans, offering recommendations that enhance resource utilisation and operational efficiency.
• Monitor and interpret demand trends across the group to ensure customer needs are met within agreed SLAs, providing clear insight to key stakeholders.
• Validate budget and resource requirements by analysing capacity gaps, including attrition, recruitment and shrinkage.
• Use historical and forecast data to advise the business on potential impacts to demand and capacity.
• Present assumptions, risks and resource requirements during monthly assumption review meetings with relevant stakeholders.

About You

The ideal candidate will have a strong understanding of how a contact centre operates and a thorough knowledge of resource planning models.

You will also bring:

• Experience using workforce management and scheduling applications.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to interpret and explain complex data.
• Experience working with and influencing teams across multiple locations and disciplines.
• Confidence in producing high level management reports and presentations both proactively and in response to business needs.
• Proficiency in Microsoft Office applications, particularly Excel (including VBA), as well as Word, PowerPoint and Outlook.