Forecasting Associate - Operations/Contact Centre at Capital One

You’ll be responsible for forecasting demand for a specific area within the operation, with all models/workstreams being divided between the team, you will be able to focus your attention to one specific line of business, becoming the SME for that area, having the opportunity to lead work with stakeholders and data to make recommendations that drive forecast accuracy and deliver staffing plans that allow us to meet our servicing targets.

Given our global servicing footprint, you’ll be working closely with a number of teams across the business, including; service delivery, strategy, change management, marketing and finance so communication is key to this position as well as the ability to work with data.

What You'll do

• Produce medium and long term customer demand forecasts, both for contact centre and back office operations
• Lead monthly meetings for your area of responsibility, reviewing performance and collaborating with stakeholders to deliver binding requirements
• Ensure the efficient and effective use of resources in line with agreed planning periods
• Utilise planning data, models and insight to provide compelling advice and recommendations
• Maintain strong, collaborative relationships by engaging stakeholders to become a trusted partner of the operation
• Lead proactive stakeholder communications that highlight risks and opportunities to senior leaders
• Continually improve the quality and accuracy of the forecast by reviewing tools, drivers, assumptions, models and processes
• Communicate capacity plan outputs in a simple, easy to understand way
• Measure variances between forecast and actual demand, analyses cause and effects, recommends corrective actions and publish results

What we’re looking for

• Advanced user in MS Excelor Google Sheets
• SQL desirable, but not essential
• Experience with AWS advantageous
• Experience working with data and strong analytical skills
• Excellent attention to detail
• Organised and adaptable to changing priorities
• Strong problem identification and resolution skills
• Able to communicate effectively at all levels, including exceptional stakeholder management skills
• Effectively manages individual workload, whilst balancing the needs of the wider team

Where and how you'll work

• This is a permanent our Nottingham Head Office.  
• We have a hybrid working model, so you’ll be based in our office 3 days a week on Tuesdays, Wednesdays and Thursdays, and can work from home on Monday and Friday.
• Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café