Capita
Workforce Planning Analyst
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Workforce Planning Analyst
Workforce Planning Analyst
Job Title: Workforce Planning Analyst
Job Description:
The Workforce Planning Analyst is responsible for delivering accurate workforce plans, forecasts, and performance insights that enable operational areas to meet customer demand efficiently.
The role supports the alignment of supply and demand through robust capacity planning, financial modelling, and data-driven decision-making across multiple service lines. Additionally, you will provide advanced planning direction to assist the Operational areas in ensuring service delivery of contractual KPIs.
Responsibilities
- Ongoing review of forecasting accuracy – (Short, Mid & Long Term).
- Optimisation of ‘Offline’ activities during the day/current week.
- Monitor staff adherence, and challenge and escalate where shortfalls occur.
- Manage all agent skill changes to ensure SLAs are met.
- Update daily & weekly resource plans with amendments, and reissue with insightful analysis and commentary.
- Balance all SLA’s & escalate inefficiencies, shortfalls, and risks with insight & solutions.
- Chair Daily, Weekly & Monthly Governance meetings with key stakeholders.
- Scenario modelling – (Short, Mid & Long Term).
- Responsible for updating and maintaining the WFM tool including Agent setup and data quality & feed.
- Shift Management & Release in accordance with agreed timelines and governance, including ongoing shift reviews.
About You
Experience working in Workforce Management team(s) within an operation with:
- Front Office (contact centre) and/or
- Back Office (Processing) and/or
- Field Services
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- Advanced Excel skills (including modelling & data analysis).
- Strong analytical & problem-solving capability.
- Ability to interpret complex datasets and present clear insights.
- Strong stakeholder engagement & communication skills.
- High level of attention to detail & data accuracy.
About PCSE
Primary Care Support England (PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI), to provide digital, logistical and support services to every GP, Dentist, Optician, and Pharmacist delivering NHS services in England.
Our focus is on improving these services by standardising all processes nationally, making each service more efficient.
To date, PCSE has transformed services such as:
- Ordering medical supplies.
- Tracking medical records.
- Maintaining the Performers List for England.
- Processing Ophthalmic GOS payments.
Services are now hosted on PCSE’s online platform — PCSE Online.
Benefits
- Competitive basic salary (up to £32,000 depending on experience).
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
- Paid day out of office for volunteering for charity partners or chosen causes.
- Auto-enrolment to company pension, life assurance, and a cycle-to-work scheme.
- 15 weeks’ fully paid maternity, adoption and shared parental leave.
- Paternity pay of two weeks.
- Voluntary benefits tailored to lifestyle (discounts on retail/socialising, health & wellbeing, travel, technology).
- Access to Employee Network Groups fostering diversity, inclusion and open learning.
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About Capita
At Capita, your career can take you wherever your ambition leads. You’ll become part of a worldwide network of talented, forward-thinking professionals across diverse disciplines. We’re committed to your growth – offering endless opportunities to expand skills, explore career paths, and advance your future.
Join us and discover a career with purpose.
Values: 🤝 Customer first, always 🧑💻 Fearless innovation ✅ Achieve together 💙 Everyone is valued
Location: Home-Based – GBR, United Kingdom Contract Type: Permanent Work Type: Full-time
Applying:
- Choose ‘Apply now’ to submit a short application.
Equal Opportunities & Reasonable Adjustments
- Capita proudly commits to an inclusive, barrier-free recruitment process.
- Aims to give everyone the best chance of success in application and career progression.
- A Disability Confident & Equal Opportunity employer.
If you have a non-recruiting question: 📧 CPScareers@capita.com
If you require recruitment adjustments: 📧 reasonableadjustments@capita.com | Call +07784 237318 (current recording may differ).
AI & Fair Recruitment at Capita:
- We use AI-assisted tools to manage applications fairly & consistently – supporting our teams, not replacing human judgment.
- Every application is reviewed by trained Talent Acquisition staff, with decisions made by people.
- Support for adjustments during recruitment? Let us know – we’re here to help!
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