Workforce Planning Analyst

Capita

. Review forecasting accuracy across short-, mid- and long-term horizons .

Posted 10/12/2026full-timeRemote • United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, including forecasting accuracy, resource planning, and capacity management. Proficient in analytical skills and problem-solving within multichannel environments, with strong communication and stakeholder engagement capabilities.

Highest-signal resume keywords

Workforce Management ExperienceAnalytical SkillsWFM Software ProficiencyAdvanced Excel SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecasting AccuracyResource PlanningCapacity ManagementData Quality ManagementSupply and Demand Modeling

Soft Skills

Problem-SolvingDecision-MakingTeam CollaborationOral CommunicationInterpersonal Skills

Tools & Technologies

WFM SoftwareVerintAlvariaEG SolutionsAWSAvaya

Industry Keywords

Contact CentreBack OfficeField ServicesMultichannel EnvironmentsGovernance Meetings

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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