Capital One Operational Planning & Resourcing Analyst in Nottingham, United Kingdom

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Operational Planning & Resourcing Analyst

Planning & Resourcing Analyst

As a Planning and Resourcing Analyst in the Operational Planning and Resourcing Team (OP&R) you will support the delivery of the day to day outputs from the Contact Centre Forecasting and Planning team. You will ensure Operational areas are supported with high quality, accurate Forecasting, Planning, Scheduling and Real-Time information.

You will use your fantastic communication skills to work in close collaboration across the wider teams, building relationships with key stakeholders.

Key Job Duties

  • Support key internal and external stakeholder relationship, across Operations, Marketing, IT, Finance and HR, for all matters related to the creation of activity/cost forecasts, plans, schedules, incidents and analysis

  • Support achievement of agreed KPI’s/SLAs for own production activity, i.e. Data administration, plans, schedules, Net Staffing, Reporting and Analysis commentary to internal customers

  • Maintain a detailed understanding of the main business drivers, costs, systems and markets for all business areas supported within the Contact Centres and support implementation of new initiatives

  • Act as reference point of escalation for ongoing Incidents queries, requests or approvals, ensuring that they are effectively resolved

  • Complete data management and administration tasks, including Joiners – Movers – Leavers, processing Schedule changes, on the day exceptions and re-planning, import and export data extracts

  • Make recommendation for continuous improvement of OP & R team processes, use of WFM / MI / Telephony technologies and Contact Centre ways of working

If you have:

  • Awareness and familiarity with Telephony, Work Force Management and M.I. system capabilities, as well as key Operational processes

  • Experience in multiple disciplines across Contact Centre data entry, Scheduling, Real-Time intervention, Incident Management and Analysis in a competitive environment

  • Confident judgement to formulate proposals and make solid recommendations to senior stakeholders

  • Thrive in a fast paced, results orientated environment requiring a high degree of flexibility whilst retaining business and commercial discipline in executing plans / instructions

  • Ability to develop strong working relationships with stakeholders across OP&R teams and numerous other areas of the Capital One business, particularly Operations

If you are...

  • Customer focused

  • Able to identify problems and come up with solutions

  • Detail and results orientated with good analytical and organisational skills

  • Able to use your initiative, prioritise and switch work types as necessary

...then we want to hear from you!

Working pattern

The OP&R Team work flexible hours to ensure coverage so you will work 37.5 hours a week Monday to Friday, some early starts from 07:30 and some later starts.

There’s one fixed late shift a week (12.30 – 21.00) and a Friday late shift is rotated between four in the team so 1 in every 4 weeks you would also work a late shift on a Friday.

Capital One is committed to diversity in the workplace.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).