Becoming a Business Planning Analyst with Capita Customer Management:
The role of the Business Planning Analyst will be to support creation of an accurate resource model and business plan through forecasting and data analysis. The Business Planning Analyst is responsible for supporting internal relationships with key operational stakeholders/support teams as well as driving effective relationships with our off-shore planning teams where appropriate.
What you will do:
Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.Provide performance updates and commentary to stakeholders throughout the working day and week.Complete ad-hoc staffing & scheduling amendments.Action authorised off the phone activity, shift changes, break & lunch amendments etc.Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.Complete on-day & short-term reforecasts for all channels including full schedule optimisation.Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this.Challenge and improve ways of working, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.Support senior management to formulate actual and future resource requirements to inform business decisions around training and recruitmentSupport senior management to formulate budget assumptions and future resource requirements for clients and work with Finance and Operational teams where appropriate to inform the long-term budgeting processSupport senior management to produce forecasts. Ensure data validity to maintain forecasting accuracy.Support senior management by collating and analysing data on long-term forecasting and other relevant client requirements.Support senior management to design schedules which meet contractual service levels. Liaise with the off-shore teams on the implementation of these.Work with off-shore teams where appropriate to help them deliver the required level of service to support our clients in a robustly governed way.Liaise with core operational stakeholders and other support teams where appropriate (e.g. Recruitment, Training, BI, Finance, etc.).
Your experience will include:
Understanding of how Call Centre operations work desirableKnowledge and application of Planning specific software - Aspect, Aspect Perform and eWFMBasic understanding of commercials desirableExperience of planning space/seating requirements desirableExcellent Excel knowledgeGood communication skillsPlanning experience desirableStrong analytical skillsGood presentation skills
AboutCapita Customer Management:
At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.
Whats in it for you
At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.
As well as a generous basic salary, we also give you 23 days holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options
What we hope you will do next:
Help us find out more about you by completing our short application process - click apply now.
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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.