Tactical Planning and Analyst

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View more categories View less categories Sector Technology Role Analyst Contract Type Permanent Hours Full Time

The Resource Planning team is supported by a number of support roles. On small client accounts, the Resource Planner will be multi-skilled, whereas on larger accounts, the Resource Planner will focus on either tactical planning or scheduling. The overall aim of this team is to support the delivery of efficiency and effectiveness across all departments/accounts within remit, helping the operational business to flag issues, patterns, and opportunities related to performance and achievement against SLAs/KPIs.

Job title:

Tactical Planning and Analyst

Job Description:

As a Tactical Planning Analyst, you will manage the delivery of efficiency and effectiveness across all departments/accounts within remit. Your role involves identifying and resolving day-to-day issues, using management information and insights to drive improvements. You will also ensure FTE operates at an optimal level, providing support and performance insights to stakeholders.

Key Responsibilities:

• Manage work queues across all customer channels.
• Drive operational activity and performance.
• Resolve intraday issues and plan accordingly.
• Monitor shift and schedule adherence, escalating issues as needed.
• Analyze and report on planning and performance metrics.
• Collaborate with operational managers and stakeholders to meet SLAs.
• Coordinate with offshore teams to ensure comprehensive planning.
• Track workload and optimize performance across channels.
• Provide updates and performance commentary to stakeholders.
• Adjust staffing and schedules as required.
• Implement intraday reforecasts and assess their impact.
• Maintain logs and reports on SLA variances and workload forecasts.
• Develop analyses for stakeholders and communicate findings effectively.
• Feed real-time analysis insights into the planning process.
• Identify and recommend ways to improve efficiency and reduce costs.
• Participate in meetings with planning, operations, support teams, and clients.

Client Services:

• Attend client workshops to provide feedback on customer journeys and service improvements.

Implementation of Guidance and Policy:

• Manage and communicate relevant policies and procedures.
• Report health and safety incidents.

Capita Values:

Apply Capita values in your work, act as a values champion, and contribute to a positive work environment.

Professional Know-How:

Minimum Requirements:

• Matric qualification.

Experience:

• 2-3 years of Workforce Management experience, preferably within Capita or in a similar role.

Key Competencies:

• Proficiency with WFM systems (e.g., Aspect, CMS) and MS Excel.
• Adaptability and goal-oriented approach.
• Strong problem-solving and analytical skills.
• Good knowledge of workforce management principles.
• Numerical aptitude and proactive work ethic.
• Ability to build relationships across all levels.
• Excellent communication and interpersonal skills.
• Attention to detail and results-oriented mindset.
• Understanding of call center metrics and systems.
• Ability to work independently and collaboratively.

Management/Supervisory Responsibility:

This role does not have supervisory responsibilities.

Important Notices:

All interviews and assessments will be conducted online. Colleagues should work from home where possible, with safety measures in place at office locations. The welfare of our people is our priority. Candidates will be assessed using relevant tools, and employment equity principles are adhered to.

Application Instructions:

Apply via Workday by navigating to Career > Find jobs at Capita, then apply now. Upload your CV with your application.

Location:

Cape Town, South Africa

Time and Contract Type:

Full-time, Permanent