Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Forecasting Associate - Operations/Contact Centre
About this role
This is an exciting opportunity to join an established team producing demand forecasting for our Customer Operations. Currently, we are experiencing significant business growth and change, exploring new forecasting tools, and streamlining our processes. If you are experienced in data manipulation within a Forecasting and Planning setting, please read on!
You will be responsible for forecasting demand for a specific area within the operation. The models and workstreams will be divided among the team, allowing you to focus on one specific line of business, becoming the SME for that area, leading stakeholder engagement, and making data-driven recommendations to improve forecast accuracy and staffing plans.
Given our global servicing footprint, you will work closely with teams across the business, including service delivery, strategy, change management, marketing, and finance. Strong communication skills and data proficiency are essential.
What You'll do
1. Produce medium and long-term customer demand forecasts for contact centre and back-office operations.
2. Lead monthly meetings, review performance, and collaborate with stakeholders to meet requirements.
3. Ensure efficient resource use aligned with planning periods.
4. Use data, models, and insights to provide advice and recommendations.
5. Build collaborative relationships and become a trusted partner.
6. Communicate risks and opportunities to senior leaders.
7. Improve forecast quality by reviewing tools, assumptions, and processes.
8. Present capacity plans clearly and simply.
9. Analyze variances, identify causes, and recommend corrective actions.
What we’re looking for
* Advanced user of MS Excel or Google Sheets.
* SQL experience is desirable but not essential.
* AWS experience is advantageous.
* Strong analytical skills and data experience.
* Excellent attention to detail.
* Organized and adaptable to change.
* Problem-solving skills.
* Effective communicator with stakeholder management skills.
* Ability to manage workload while supporting the team.
Where and how you'll work
This is a permanent role based at our Nottingham Head Office. We operate a hybrid working model: three days in the office (Tuesdays, Wednesdays, Thursdays) and two days remote (Mondays, Fridays). We are open to flexible working arrangements.
What’s in it for you
* A role contributing to organizational transformation.
* Opportunities for career progression and development through Capital One University and external providers.
* Core benefits including pension, bonus, holiday entitlement, private medical insurance, and flexible benefits like season-ticket loans, cycle-to-work, and parental leave.
* Access to inspiring workspaces and facilities, including gyms, restaurants, mindfulness and music rooms, and rooftop running tracks.
Our recruitment approach
We value diversity and inclusion, striving to build fair and accessible recruitment processes. We partner with organizations supporting diverse talent and have internal networks for support and development, such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER.
If you require reasonable adjustments, contact ukrecruitment@capitalone.com. For recruitment support, email Careers@capitalone.com. Capital One is committed to diversity and equal opportunity.
Who We Are
At Capital One, we're building a leading technology-driven financial services company. Guided by our values, we foster collaboration, innovation, and respect. Our mission is to help customers succeed, and we are committed to changing banking for good.
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