Forecasting Associate - Operations/Contact Centre

This is an exciting opportunity to join an established team producing demand forecasting for our Customer Operations. Right now is a great time to be joining as we’re in a period of exciting business growth and change, we are also exploring the use of new forecasting tools and streamlining how we work. If you are experienced in using tools and techniques to manipulate data within a Forecasting and Planning setting, then please read on!

You’ll be responsible for forecasting demand for a specific area within the operation, with all models/workstreams being divided between the team. You will be able to focus your attention on one specific line of business, becoming the SME for that area, having the opportunity to lead work with stakeholders and data to make recommendations that drive forecast accuracy and deliver staffing plans that allow us to meet our servicing targets.

Given our global servicing footprint, you’ll be working closely with a number of teams across the business, including service delivery, strategy, change management, marketing and finance, so communication is key to this position as well as the ability to work with data.

What You'll do

• Produce medium and long term customer demand forecasts, both for contact centre and back office operations.
• Lead monthly meetings for your area of responsibility, reviewing performance and collaborating with stakeholders to deliver binding requirements.
• Ensure the efficient and effective use of resources in line with agreed planning periods.
• Utilise planning data, models and insight to provide compelling advice and recommendations.
• Maintain strong, collaborative relationships by engaging stakeholders to become a trusted partner of the operation.
• Lead proactive stakeholder communications that highlight risks and opportunities to senior leaders.
• Continually improve the quality and accuracy of the forecast by reviewing tools, drivers, assumptions, models and processes.
• Communicate capacity plan outputs in a simple, easy to understand way.
• Measure variances between forecast and actual demand, analyse cause and effects, recommend corrective actions and publish results.

What we’re looking for

• Advanced user in MS Excel or Google Sheets.
• SQL desirable, but not essential.
• Experience with AWS advantageous.
• Experience working with data and strong analytical skills.
• Excellent attention to detail.
• Organised and adaptable to changing priorities.
• Strong problem identification and resolution skills.
• Able to communicate effectively at all levels, including exceptional stakeholder management skills.
• Effectively manages individual workload, whilst balancing the needs of the wider team.

Where and how you'll work

This is a permanent position at our Nottingham Head Office. We have a hybrid working model, so you’ll be based in our office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday. Many of our associates have flexible working arrangements, and we’re open to talking about an arrangement that works for you.

What’s in it for you

Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation. We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers). Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave. Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies.
• OutFront – to provide LGBTQ+ support for all associates.
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all.
• Women in Tech – promoting an inclusive environment in tech.
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry.

Capital One is committed to diversity in the workplace. If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realise their dreams. Together, we are on a quest to change banking for good.