Tactical Planning Analyst at Capita

Gathers data, analyzes and reports on diverse aspects of call center operations; facilitates interfaces between call center staff and automated systems.

Key responsibilities

• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance
• Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Provide performance updates and commentary to stakeholders throughout the working day and week.
• Complete ad-hoc staffing & scheduling amendments.
• Action authorised off the phone activity, shift changes, break & lunch amendments etc.
• Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
• Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
• Complete on-day & short-term reforecasts for all channels including full schedule optimisation.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working, highlighting non value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

Client Services

• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Implementation of Guidance and Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Minimum Requirements
Minimum Qualification:

• Matric

Minimum Experience

• 1-2 years Workforce Management experience or previous experience in a planning, or similar role.

Key Competencies
Skills and Abilities (what must I be able to do / display):

• Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel
• Adaptability of approach – flexibility with a desire to achieve goals
• Excellent problem solving
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Strong proactive approach to work, with a can-do attitude
• Ability to build relationships and networks at all levels
• Great communicator, with excellent interpersonal ability
• Excellent planning, organisational and analytical skills
• Good commercial awareness
• Excellent attention to detail
• Ability to demonstrate results to reflect quality and timely delivery
• Good understanding of call centre type statistics and systems
• Independence – required to work on own initiative and without supervision, expected to act independently
• Team work – required to integrate and work collaboratively within the planning team