Capacity Planner
Yorkshire Building Society
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Benefits offered by this job
Job summary
Qualifications
- Strong understanding of contact centre operations and resource planning models.
- Experience with data analysis to validate budget and resource requirements.
- Confidence in engaging with stakeholders and interpreting demand trends.
- Excellent written and verbal communication skills.
- Strong analytical skills to interpret and explain complex data.
- Experience influencing teams across multiple locations and disciplines.
- Ability to produce high level management reports and presentations.
Responsibilities
- Forecast future demand and supply using predictive modeling techniques.
- Develop and present optimised long-term capacity plans.
- Monitor demand trends to ensure customer needs are met.
- Validate budget and resource requirements by analyzing capacity gaps.
- Advise the business on potential impacts to demand and capacity.
- Present assumptions, risks, and resource requirements in monthly reviews.
Skills
Education
Tools
Job description
As a Capacity Planning Analyst, you will use your understanding of business drivers to create accurate long-term capacity plans and forecasts across multiple sites and stakeholder groups. This includes both front- and back-office operations. Your insight will help ensure operational requirements are met while identifying opportunities to improve how resources are aligned to demand.
- Forecast future demand and supply using predictive modelling techniques and strong business insight.
- Develop and present optimised long-term capacity plans, offering recommendations that enhance resource utilisation and operational efficiency.
- Monitor and interpret demand trends across the group to ensure customer needs are met within agreed SLAs, providing clear insight to key stakeholders.
- Validate budget and resource requirements by analysing capacity gaps, including attrition, recruitment and shrinkage.
- Use historical and forecast data to advise the business on potential impacts to demand and capacity.
- Present assumptions, risks and resource requirements during monthly assumption review meetings with relevant stakeholders.
The ideal candidate will have a strong understanding of how a contact centre operates and a thorough knowledge of resource planning models.
- Experience using workforce management and scheduling applications.
- Excellent written and verbal communication skills.
- Strong analytical skills with the ability to interpret and explain complex data.
- Experience working with and influencing teams across multiple locations and disciplines.
- Confidence in producing high level management reports and presentations both proactively and in response to business needs.
- Proficiency in Microsoft Office applications, particularly Excel (including VBA), as well as Word, PowerPoint and Outlook.
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
- Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
- Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
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