Workforce Planning Analyst

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Job Description:

We're currently recruiting for a Workforce Planning Analyst to join the team.

Responsibilities

• 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.
• Responsible for all ongoing Schedule Management including: -
• 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.
• Share ownership of all capacity plans including build, maintenance, and production.
• Liaise with Internal Stakeholders in terms of business planning & forecasting.
• Review all drivers and feed any variances into the plan with commentary and version control.
• Management & Ownership of Supply, Demand & Shrinkage Models including all trackers and processes.

About You

Essential

• Minimum of 2 years’ experience working in Workforce Management team within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services.

• Strong analytical skills and proven skills associated with propensity / regression-based across multichannel environments 

• Excellent problem solving and decision-making skills

• Ability to operate effectively in a team environment

• Good oral and written communication skills and interpersonal skills
  

Desirable

• Proficiency in the use of WFM software, with Verint, Alvaria and EG Solutions being an advantage

• Proficiency in the use of Telephony Operating systems, with AWS and Avaya being an advantage

• Advanced Excel skills

About PCSE

Primary Care Support England (PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI), to deliver digital, logistical and support services to every GP, Dentist, Optician and Pharmacist providing NHS services in England. 
 

Our focus is on improving these services by standardising all processes nationally, to make each service more efficient.  To date we have already transformed a number of services for Primary Care Support, including ordering medical supplies, tracking medical records, maintaining the Performers Lists for England and processing Ophthalmic GOS payments. These services are now all hosted on PCSE’s online platform, PCSE Online.

What’s in it for you?

• A competitive basic salary
• 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…and plenty more
• 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

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. 

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you. 

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