Workforce Planner

• Ongoing review of forecasts – (short term).  

• Optimisation of ‘Offline’ activities during the day/current week. 

• Monitor real time performance and staff adherence, challenging and escalating where shortfalls occur.

• Process on the day/in week ‘Offline’ requests, considering SLA impacts and optimising resource. 

• Identify and recommend ad hoc overtime/shift change requirements.

• Manage all agent skill changes to ensure SLAs are met.

• Update daily & weekly resource plans with amendments.

• Balance all SLA’s & escalate inefficiencies, shortfalls, and risks with insight and solutions.

• Chair/Attend Daily Governance meetings with key stakeholders. 

• Scheduling of all ‘Offline’ activities.

• Review and Process holiday requests, analysing availability and thresholds. 

• Update and maintain the WFM tool including agent set up.

• Shift Management & Release in accordance to agreed timeline and governance. 

• Liaise with Internal Stakeholders in terms of scheduling and real time.

• Experience within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services. 

• Analytical skills  

• Excellent problem solving and decision-making skills 

• Ability to operate effectively in a team environment 

• Good oral and written communication skills and interpersonal skills 
   

Desirable: 

• Experience in the use of WFM software, with Verint, Alvaria, AWS and EG Solutions being an advantage 

• Experience in the use of Telephony Operating systems, with AWS and Avaya being an advantage 

• Excel skills 

About Government Services

For more than 30 years Capita has been working across the public and private sectors, solving the complex challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies.

Capita is committed to the local government sector and is the market leader in the delivery of Planning Resilience Services to Local Authority clients. We have worked with over 100 Local Authority clients nationwide, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services.

What’s in it for you?

• A competitive basic salary of £26,000

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more.

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. 
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.