Capacity Planning Analyst

🏡🏢This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

What You’ll Be Doing

As the Capacity Planning Analyst, you will be the analytical engine driving our long-term operational stability. Your primary mission is to ensure that our specialised operational teams covering Customer Operations are optimally resourced months in advance.

Leveraging advanced analytics and forecasting methodologies, you will be responsible for creating, maintaining, and presenting accurate demand forecasts across all service channels and specialised queues. You will dive deep into business drivers, modelling their impact on future demand and translating complex data into clear, actionable capacity plans.

You will proactively highlight future capacity vs. demand shortfalls, informing recruitment, training, and operational strategy. You will bridge the gap between strategic planning and real-time execution by collaborating closely with our Real-Time Analysts.

• Develop, own and maintain highly accurate long-term demand forecasts (3-12 months) for multiple Customer Operations teams.
• Identify, analyse, and integrate key business drivers such as seasonality, marketing campaigns, product launches, and regulatory changes into complex forecasting models to increase prediction accuracy.
• Conduct robust scenario planning and 'what if' analyses to model the impact of various strategic decisions (e.g., hiring timelines, technology adoption, cross-skilling initiatives) on future capacity requirements.
• Translate demand forecasts into tangible capacity plans, outlining required full-time equivalent (FTE) staffing levels, necessary skill profiles, and adherence requirements.
• Proactively identify and communicate potential capacity shortfalls or surpluses, providing clear, data backed recommendations to the Service Delivery Manager and leadership teams to mitigate risks.
• Create and maintain compelling dashboards and reports to provide transparency into planning assumptions, forecast accuracy, and future resource needs.
• Work collaboratively with Real-Time Analysts to ensure the operational reality aligns with planning assumptions and to provide a feedback loop on forecast accuracy and intraday trends.

We’re Looking For 🔎

• Proven experience in Capacity Planning and long-term forecasting within a fast-paced, multi-channel Contact Centre or Financial Services operational environment.
• Strong understanding of WFM principles, shrinkage calculation, and resource modelling across diverse queues and skill sets.
• Expert proficiency in using advanced statistical and analytical methods for demand forecasting.
• Advanced skills in data manipulation and modelling, coupled with experience using BI tools or WFM software.
• Exceptional analytical skills with a meticulous attention to detail and a passion for data accuracy.
• Demonstrated ability to communicate complex, technical forecasts and capacity risks clearly and concisely.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Final stage: 60 minute stakeholder interview with other Heads of Department (In person)