Global Capacity & Forecasting Lead

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

Job summary

Bupa Global is seeking an Operation Capacity Planner for its Brighton location. The role focuses on developing strategic and tactical capacity planning models to influence operational, financial and transformation decisions across global operations.

You will forecast resource requirements, build workload forecasts and partner with senior leaders to support budgeting, recruitment planning and organisational design. Hybrid working with 1 day in office is offered.

Qualifications

• Significant experience in workforce management, operational planning or capacity planning in a multi-channel contact centre.
• Experience building long-term capacity models and strategic workforce forecasts.
• Strong commercial and financial acumen with budgeting and business case experience.
• Ability to influence and present insights credibly to senior stakeholders.
• Experience supporting transformation programmes and modelling operational change.
• Strong analytical and problem-solving capabilities with high attention to detail.
• Advanced Excel and data analysis skills; able to present complex information clearly.
• Experience in global or multi-site operations preferred.
• Knowledge of contact operations, productivity metrics, shrinkage, and workforce optimization.
• Experience with data visualization tools (Power BI, etc.).
• Academic/Professional qualifications in Business, Finance, Mathematics or Data Analytics.
• Experience with workforce management and forecasting platforms (NICE IEX, Verint, Genesys).

Responsibilities

• Develop and maintain global capacity planning models across Global & Regional operations.
• Build long-term workforce and demand forecasts using historical trends and strategic growth assumptions.
• Produce modelling and analysis to support three-year strategic planning and budgeting.
• Translate forecast into resource requirements and feed scheduling for teams.
• Collaborate with Operational Leaders, Planning, Finance and Transformation teams.
• Support annual budgeting, reforecasting and ROI assessments.
• Model workforce impacts of transformation initiatives and changes.
• Provide strategic insights to senior stakeholders for decision making.
• Monitor performance against forecasts and identify risks and opportunities.
• Maintain long-term planning models and documentation for audit trails.

Skills

Workforce management

Operational planning

Capacity planning

Forecasting

Influencing senior stakeholders

Transformation support

Analytical thinking

Excel data analysis

Multi-site/global operations

Power BI

SQL

Forecasting platforms (NICE IEX/Verint

Education

Degree level qualification or equivalent

Tools

Power BI

SQL

NICE IEX/Verint/Genesys

Job description

Bupa Global is seeking an Operation Capacity Planner for its Brighton location. The role focuses on developing strategic and tactical capacity planning models to influence operational, financial and transformation decisions across global operations.

You will forecast resource requirements, build workload forecasts and partner with senior leaders to support budgeting, recruitment planning and organisational design. Hybrid working with 1 day in office is offered.