Capacity Planning Analyst

Capital on Tap; Cardiff; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading fintech company is seeking a Capacity Planning Analyst to drive long-term operational stability. This hybrid role requires advanced analytics to maintain demand forecasts and translate them into capacity plans. Responsibilities include identifying business drivers, conducting scenario planning, and collaborating with analysts to ensure alignment between operational reality and planning assumptions. Ideal candidates will have proven experience in capacity planning within a fast-paced environment, strong analytical skills, and proficiency with BI tools and WFM software.

Benefits

Private Healthcare including dental and opticians

Annual Learning and Wellbeing Budget

28 days holiday (plus bank holidays)

Enhanced Parental Leave

Cycle to Work Scheme

Qualifications

• Proven experience in Capacity Planning and long-term forecasting.
• Strong understanding of WFM principles and resource modeling.
• Exceptional analytical skills with a passion for data accuracy.

Responsibilities

• Develop and maintain long-term demand forecasts for Customer Operations teams.
• Identify key business drivers and integrate them into forecasting models.
• Translate demand forecasts into capacity plans and staffing needs.

Skills

Capacity Planning

Analytical skills

Data manipulation

Forecasting methodologies

WFM principles

Tools

BI tools

WFM software

Job description

We’re Capital on Tap 👋 💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

What You’ll Be Doing

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.

• 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.
• 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.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

• 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

Check out more of our benefits, values and mission here.

Interview Process

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Final stage: 60 minute stakeholder interview with other Heads of Department (In person)

Apply for this job

Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

UK DE&I Data

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

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