Capacity Planning Analyst Job at Capital on Tap (Cardiff)

Capacity Planning Analyst

Capital on Tap

Location:
United Kingdom , Cardiff

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As the Capacity Planning Analyst, you will be the analytical engine driving our long-term operational stability. Your primary mission is to ensure that our specialised operational teams covering Customer Operations are optimally resourced months in advance. Leveraging advanced analytics and forecasting methodologies, you will be responsible for creating, maintaining, and presenting accurate demand forecasts across all service channels and specialised queues. You will dive deep into business drivers, modelling their impact on future demand and translating complex data into clear, actionable capacity plans. You will proactively highlight future capacity vs. demand shortfalls, informing recruitment, training, and operational strategy. You will bridge the gap between strategic planning and real-time execution by collaborating closely with our Real-Time Analysts.

Job Responsibility:

Develop, own and maintain highly accurate long-term demand forecasts (3-12 months) for multiple Customer Operations teams
Identify, analyse, and integrate key business drivers such as seasonality, marketing campaigns, product launches, and regulatory changes into complex forecasting models to increase prediction accuracy
Conduct robust scenario planning and 'what if' analyses to model the impact of various strategic decisions (e.g., hiring timelines, technology adoption, cross-skilling initiatives) on future capacity requirements
Translate demand forecasts into tangible capacity plans, outlining required full-time equivalent (FTE) staffing levels, necessary skill profiles, and adherence requirements
Proactively identify and communicate potential capacity shortfalls or surpluses, providing clear, data backed recommendations to the Service Delivery Manager and leadership teams to mitigate risks
Create and maintain compelling dashboards and reports to provide transparency into planning assumptions, forecast accuracy, and future resource needs
Work collaboratively with Real-Time Analysts to ensure the operational reality aligns with planning assumptions and to provide a feedback loop on forecast accuracy and intraday trends

Requirements:

Proven experience in Capacity Planning and long-term forecasting within a fast-paced, multi-channel Contact Centre or Financial Services operational environment
Strong understanding of WFM principles, shrinkage calculation, and resource modelling across diverse queues and skill sets
Expert proficiency in using advanced statistical and analytical methods for demand forecasting
Advanced skills in data manipulation and modelling, coupled with experience using BI tools or WFM software
Exceptional analytical skills with a meticulous attention to detail and a passion for data accuracy
Demonstrated ability to communicate complex, technical forecasts and capacity risks clearly and concisely

What we offer:

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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