At Capita Customer Experience, we’re transforming customer service. Our expert teams create better outcomes for 100 million customers every year across phone, email, web and more. Partnering with clients from a vast range of industries, with 19 contact centres across the UK, India, Poland and South Africa, our scale and breadth of opportunities make us stand out. The work you do will make a difference to colleagues, clients, customers, suppliers and communities.

Location: Home-Based

Contract: 9 Month FTC (Potential for Extension)

Job title:

Business Planning Manager

Job Description:

The Business Planning Manager is responsible for supporting client relationships from a planning perspective, owning internal relationships with key operational stakeholders/support teams and driving effective relationships with our off-shore planning teams. 

What you will do:

• Formulate actual and future resource requirements to support business decisions around training and recruitment
• Formulate budget assumptions and future resource requirements for existing clients and work with Finance and Operational teams to agree long-term budgets
• Ensure the forecasting process for the accounts within remit are in line with contractual requirements/agreed client governance.
• Support senior management to analyse client information to improve the efficiency of their business through better utilisation of their multi-channel resources
• Design schedules which meet contractual service levels with consideration for agent engagement where possible. Liaise with the off-shore teams on the implementation of these.
• Where appropriate work with our off-shore planning teams to support them to deliver the required level of service for our clients in a robustly governed way

Your experience will include:

• Knowledge of planning theories and forecasting methods
• Understanding of how Call Centre operations work
• Knowledge of Call Centre switches/network level routing /skill based routing desirable
• Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
• Knowledge of commercial mechanisms used in outsourcing
• Experience of planning space /seating requirements
• Experience working with/leading off-shore teams desirable
• Excellent Excel knowledge
• Strong communication and influencing skills
• Experience of large scale, multiple client/dimension resource planning
• Strong analytical skills
• Ability to propose creative solutions rather than tried and tested methods
• Excellent presentation skills

 What’s in it for you?

• A competitive basic salary of between £28-£35k DOE
• 23 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
• Company matched 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.  

What we hope you will do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. 

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.