Capacity & Demand Planning Partner

Capacity & Demand Planning Partner Stockport / Hybrid – 2 days per week in the Office

Role:
Capacity & Demand Planning Partner
Advertised by:
Vitality

Location:

Stockport / Hybrid – 2 days per week in the Office
Salary: £Competitive + Bonus + Benefits
Close Date: 25 Feb 2026

We are happy to discuss flexible working!

• Advanced Capacity & Forecast Modelling , Ability to build, refine and optimise complex operational forecasts across multi‑channel environments.
• Strategic Stakeholder Influence , Skilled in confronting, aligning and influencing senior leaders to drive accurate planning and service delivery outcomes.
• Data‑Driven Insight & Performance Analysis , Expert at explaining complex data, surfacing insights and providing clear-thinking analysis that informs operational strategy.

Capacity and Demand Planning Partners work strategically with senior stakeholders to analyse, refine and deliver capacity plans within agreed tolerance limits. Works as a conduit between benefit delivery projects and Operations leadership to quantify, monitor and analyse benefit metrics. Refines detailed assumptions in capacity plans with senior leaders to ensure that all available internal and external factors are reflected to continually drive accuracy and service optimisation.

Works with an array of connected departments to derive the latest planning intelligence from across the organisation.

• Creation of operational forecasts and capacity plans ensuring that they accurately reflect the overall strategy of all organisational stakeholders.
• Responsible for the facilitation of planning forums that identify key capacity risks and recommend actions in order to deliver service level across all Operational areas.
• Lead Weekly and Monthly Business review forums with senior stakeholders, providing clear performance predictions outlook and commentary.
• 13-week forecasts to be within a 7% tolerance over the course of a rolling 12-month period
• Exceptional capability to evolve strategic planning models and deliver them through near term scheduling and tactical delivery across a range of business areas and channels (Voice, Chat, Face to Face, Back Office).
• Operates with Stakeholders at an Operations Manager, Head of Department and Director level so review strategic plans and make any necessary amendments.
• Ability to surface, analysis and contest Operational performance metrics with senior stakeholders to drive capacity performance.
• Takes an point and considered view when balancing Customer experience and cost centre management.
• A data expert who can take complex models and develop them and an ever changing environment.
• Optimise customer experience utilising channel planning creating an effective balance of Voice and Chat and driving Omni channel changes.
• Conduct analytical activities to ensure that projects and programmes within the change portfolio are on track to deliver their stated benefits.

• Minimum of 2+ years’ experience of forecasting & capacity planning for a multi-location multi channel operation
• Detailed understanding of forecasting and presenting financial and non-financial data.
• Advanced Level in Microsoft Excel.
• Experience of Aspect WFM.
• Proven knowledge of contact centre variables, dynamics and drivers of demand.
• Proven knowledge of contact centre technologies, including ACD.
• Strong analytical skills with ability to evaluate and identify trends and impact assess changing variables.
• Logical thinker, confident decision maker.
• Ability to work on own initiative, managing own time effectively.
• Great team player.
• Experience of SQL
• Experience of Tableau
• Operational experience in a high volume call and/or technical support environment

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award‑winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers…