At a Glance
- Tasks: Create accurate workforce plans and forecasts to meet customer demand efficiently.
- Company: Join Capita, a leader in delivering essential services for NHS England.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible working options.
- Other info: Work from home with opportunities for career growth and community engagement.
- Why this job: Make a real impact on healthcare services while developing your analytical skills.
- Qualifications: Experience in Workforce Management and strong Excel skills required.
The predicted salary is between 30000 - 32000 £ per year.
The Workforce Planning Analyst is responsible for delivering accurate workforce plans, forecasts, and performance insights that enable operational areas to meet customer demand efficiently. The role supports the alignment of supply and demand through robust capacity planning, financial modelling, and data-driven decision-making across multiple service lines. In addition, you will provide advanced planning direction to assist the Operational areas in ensuring service delivery of contractual KPIs.
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.
- Scenario modelling – (Short, Mid & Long Term).
- 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.
About You
- Experience working in Workforce Management team within an operation with front office (contact centre) and/or Back Office (Processing) 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.
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.
What’s in it for you?
- A competitive basic salary (Up to £32,000 depending on experience).
- 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.
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.
Workforce Planning Analyst employer: Capita
At Capita, we pride ourselves on being an exceptional employer, offering a competitive salary and a comprehensive benefits package that includes generous holiday allowances and opportunities for personal development. Our inclusive work culture fosters collaboration and innovation, allowing you to thrive in your role as a Workforce Planning Analyst while contributing to meaningful projects that enhance NHS services across the UK. With a commitment to employee growth and a supportive environment, Capita is the ideal place to build a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Analyst
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We think you need these skills to ace Workforce Planning Analyst
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Capita, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Capita
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Capita’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
