Senior Forecasting and Performance Analyst

Capita; Greater London; Remote; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Salary up to £40,000 p/a

25 days holiday

Pension

Life assurance

Cycle2work

Maternity leave 15 weeks

Volunteering days

Employee discounts

Job summary

Capita is seeking a Workforce Planning Analyst to forecast demand, model capacity and analyse performance data in our HAAS function in London. You’ll work with Operations, Finance and Projects to develop robust plans, assess risks and support decisions.

The role requires hands-on experience with WFM concepts, Excel and data visuals. We offer a competitive package, up to £40,000 per year, 25 days holiday plus benefits, and the chance to contribute to improvements in service delivery and

Qualifications

• 2–5 years experience in forecasting, workforce planning or performance analysis within an operational environment.
• Strong understanding of workforce planning principles including demand forecasting, capacity modelling, and service level dynamics.
• Proficiency in Microsoft Excel with the ability to analyse, manipulate and interpret large datasets.
• Experience applying structured modelling and analysis techniques.

Responsibilities

• Produce short, medium and long-term workforce plans to support operational demand and resource requirements.
• Analyse performance, demand and capacity data to provide insight and recommendations that support business decisions.
• Investigate forecast variances and identify root causes to improve planning accuracy.
• Support impact modelling and scenario planning to assess operational and business changes.
• Work with Operations, Finance and Project teams to ensure plans are robust and aligned to business priorities.
• Identify risks to service delivery and provide data-led recommendations for mitigation.
• Drive continuous improvement to increase efficiency and resource utilisation in planning processes.

Skills

Forecasting

Workforce planning

Demand forecasting

Capacity modelling

Excel

Data analysis

Power BI

SLA/KPI knowledge

Tools

Power BI

AWS FCS

Verint

NICE

IEX

Job description

What you’ll be doing:

• Produce short, medium and long-term workforce plans to support operational demand and resource requirements.
• Analyse performance, demand and capacity data to provide insight and recommendations that support business decisions.
• Investigate forecast variances and identify root causes to continuously improve planning accuracy and effectiveness.
• Support impact modelling and scenario planning to help assess operational and business changes.
• Work closely with Operations, Finance and Project teams to ensure plans are robust, accurate and aligned to business priorities.
• Identify risks to service delivery and performance, providing data-led recommendations and supporting mitigation activities.
• Drive continuous improvement by identifying opportunities to increase efficiency, improve resource utilisation and enhance planning processes.

What we’re looking for:

• 2-5 years experience in forecasting, workforce planning, or performance analysis within an operational environment.
• Sound understanding of workforce planning principles, including demand forecasting, capacity modelling, and service level dynamics.
• Proficiency in Microsoft Excel, with the ability to analyse, manipulate, and interpret large datasets.
• Strong analytical and problem-solving capability, with experience applying structured modelling and analysis techniques.
• Experience working with SLAs, KPIs, and performance frameworks.
• Experience working within a Workforce Management (WFM) environment or similar operational planning function.
• Knowledge of planning frameworks such as the Capita Operations Management Framework (OMF) or equivalent structured models.
• Experience using workforce planning, scheduling, or forecasting systems (e.g. WFM tools, BI platforms).
• Exposure to automation, data visualisation, or reporting tools (e.g. Power BI or similar).
• Awareness of industry best practice in forecasting, capacity planning, and operational performance management.
• Familiarity with AWS FCS, Verint, NICE, IEX or other workforce management platforms.

About HAAS

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive benefits.

What’s in it for you?

• A competitive salary of up £40,000 p/a dependent on experience
• 25 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
• Auto-enrolment to our company 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

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 exciting 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

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 [e-mail] 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 - [e-mail]

Location: London , United Kingdom

Time Type: Full time Contract Type: Permanent

Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.