Job Overview
Location
Home-Based - GBR
Job Type
Full-time
Category
Marketing
Date Posted
July 4, 2026
Full Job Description
đź“‹ Description
- • Deliver accurate workforce plans, forecasts, and performance insights to enable operational areas to meet customer demand efficiently.
- • Support alignment of workforce supply and demand through robust capacity planning, financial modelling, and data-driven decision-making across multiple service lines.
- • Conduct ongoing review of forecasting accuracy across short-term, mid-term, and long-term horizons.
- • Optimize offline activities during the day and current week to enhance operational efficiency.
- • Monitor staff adherence to schedules and challenge or escalate instances of performance shortfalls.
- • Manage all agent skill changes to ensure service level agreements (SLAs) are consistently met.
- • Update daily and weekly resource plans with amendments, reissuing them with insightful analysis and commentary.
- • Balance all SLAs and escalate inefficiencies, shortfalls, and risks with actionable insights and proposed solutions.
- • Chair daily, weekly, and monthly governance meetings with key operational stakeholders.
- • Perform scenario modelling for short-term, mid-term, and long-term workforce planning needs.
- • Maintain and update the Workforce Management (WFM) tool, including agent setup, data quality, and data feed integrity.
- • Manage shift scheduling and releases in accordance with agreed timelines and governance protocols, including ongoing shift reviews.
- • Interpret complex datasets to extract clear, actionable insights for operational teams and leadership.
- • Ensure high levels of data accuracy and attention to detail across all workforce planning outputs.
- • Engage effectively with cross-functional stakeholders to align workforce strategies with operational goals.
🎯 Requirements
- • Experience working in a Workforce Management team within an operation with front office (contact centre), 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.
🏖️ Benefits
- • Competitive basic salary up to £32,000 depending on experience.
- • 23 days’ holiday rising to 27 with opportunity to buy extra leave.
- • Paid day off for volunteering with charity partners or a cause of choice.
- • Auto-enrolment to company pension, life assurance, cycle2work scheme, 15 weeks’ fully paid maternity/adoption/shared parental leave, and two weeks’ paternity pay.
- • Access to voluntary benefits including discounts on retail, socialising, health & wellbeing, travel, and technology.
- • Access to Employee Network Groups supporting diversity and inclusion.
Skills & Technologies
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About Capita plc
Capita plc is a UK-based business process outsourcing and professional services company. It provides customer management, administration, and consulting services to central and local government, defence, education, transport, and private-sector clients. Capita operates in technology, people, and business process solutions, handling functions such as customer service, HR, finance, and digital transformation. The company manages large-scale contracts, including health assessments, learning services, and emergency response systems. Founded in 1984 and headquartered in London, Capita employs tens of thousands across the UK and internationally, delivering managed services and technology-enabled solutions to improve operational efficiency and public service outcomes.
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