Global Capacity & Forecasting Lead

Bupa; Brighton; Hybrid; GBP 37,000 - 46,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Bupa Brighton is seeking an Operation Capacity Planner to develop global capacity planning models and long-term workforce forecasts. You will collaborate with senior leaders to align resource needs with budgeting, transformation and strategic plans, and ensure accurate communication of models and assumptions across global locations.

You will build robust forecasting tools, support annual budgeting and provide insightful analyses to drive operational readiness and ROI across multiple channels.

Qualifications

• Significant experience within workforce management, operational planning or capacity planning in a complex multi-channel contact centre environment.
• Proven experience building long-term capacity models and strategic workforce forecasts.
• Strong commercial and financial acumen with experience supporting budgeting and business case development.
• Demonstrated ability to influence and present insight credibly to senior stakeholders.
• Experience supporting transformation programmes and modelling operational change impacts.
• Strong analytical and problem-solving capabilities with attention to detail and accuracy.
• Advanced capability in Excel, data analysis and presentation of complex information.
• Experience working within global or multi-site operations preferred.
• Knowledge of customer contact operations, productivity metrics, shrinkage methodologies and workforce optimisation principles.
• Experience using Power BI, SQL or data visualisation tools advantageous.

Responsibilities

• Develop and maintain global capacity planning models across Global & Regional operations.
• Build long-term workforce and demand forecasts using historical trends and drivers.
• Produce modelling assumptions and analysis for three-year planning.
• Translate demand into resource requirements for scheduling teams.
• Collaborate with Operational Leaders, Planning, Finance and Transformation teams.
• Support budgeting, reforecasting and investment planning activity.
• Model workforce impacts for transformation programmes and ROI outcomes.
• Provide scenario modelling for business changes and regulatory requirements.
• Deliver clear reporting packs and executive summaries for leadership.
• Maintain governance and integrity across planning methodologies.

Skills

Workforce management

Capacity planning

Forecast modelling

Stakeholder influence

Budgeting support

Excel advanced

Power BI

SQL knowledge

Global operations

Project management

Education

Degree level qualification

Finance/Mathematics background

Data analytics experience

Tools

Power BI

SQL

NICE IEX

Verint

Genesys

Job description

Bupa Brighton is seeking an Operation Capacity Planner to develop global capacity planning models and long-term workforce forecasts. You will collaborate with senior leaders to align resource needs with budgeting, transformation and strategic plans, and ensure accurate communication of models and assumptions across global locations.

You will build robust forecasting tools, support annual budgeting and provide insightful analyses to drive operational readiness and ROI across multiple channels.