Back Office Planning Analyst

29 Sep 2017
14 Oct 2017
Contract Type

Job Title: Back Office Planning Analyst

Location -Flexible UK location (Occasional Travelling would be required)

Competitive Salary & Benefits

About Capita | Local Government

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

Capita has been the UK's leading provider of services to local government providing a full range of back office, middle office and customer facing services. We cover all local government operations - from customer management, HR and property development to back office processing, administration and IT.

What you will do:

  • To support the Operational Teams in ensuring forecasts models are produced on a daily, weekly & monthly basis to ensure workload and staffing requirements are reflected accurately.

  • Ensuring outstanding work outside of KPIs is factored and plans in place to mitigate SLA failures whilst working closely with key stakeholders to execute and deliver client SLAs in the most efficient manner.

  • With a previous background in Planning, the individual should have experience of working with Workforce Optimization tools in a back- office environment

  • Produce short, medium and long term plans for back office Operations focusing on both supply and demand drivers.

  • Undertake 'planned vs actual' analysis and carry out detailed root cause analysis to provide challenge and improve planning accuracy.

  • Lead and contribute to formal interactions within our best practice Operational Management Framework (OMF) including Mission Control Meetings, Planning/Loading/Variance meetings and Monthly Operating Committee meetings.

  • Ensure planning processes adhere to the OMF and share best practice across the planning

  • Provide full impact assessment and advice on business change/projects.

  • Identify and highlight performance/service risks to Operations.

  • Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and leakage opportunities.

  • Support the achievement of revenue targets and both internal and contractual SLAs.

  • Produce actionable performance MI to support operational focus on key metrics.

    Your experience will include:

  • Good understanding of back office resource planning methodologies

  • Understanding of how back office impacts contact centres

  • Must have medium & long term forecasting & capacity planning experience

  • Good understanding of back office performance metrics

  • Advanced Excel knowledge essential

  • Previous experience in a resource planning role

  • Knowledge of back office resource planning technologies such as EG would be an advantage

  • Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

  • Ability to develop strong internal relationships and interact and influence at all levels

  • Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines

  • Personally committed to quality, delivery and improvement

  • Strong communication skills both written and verbal

  • Ability to create reports with high visual impact

  • Strong analytical skills and highly numerate

  • Attention to detail and accuracy

  • Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadline

  • Committed team player

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, discretionary annual bonus, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.