Capacity Planning Analyst - (Back Office)
This is an office based role. As a Capacity Planning Analyst you will deliver accurate demand forecasts and capacity plans that enable Entain to meet customer demand efficiently across multiple markets and channels. This role focuses on producing high-quality planning outputs, maintaining forecasting models, and providing data-led insight to operational stakeholders. Working closely with the wider Planning & Performance team, and supporting strong working relations with the Operations, and Finance teams, the Analyst helps ensure service targets are met while supporting cost control and business growth.
- Produce short, medium, and long-term demand forecasts using historical data, trends, and seasonal patterns.
- Support the creation and maintenance of capacity and resource plans across defined teams or functions.
- Assist with planning for seasonal peaks, sporting calendars, promotions, and business initiatives.
- Track actual performance against forecast and capacity assumptions.
- Identify variances, risks, and emerging trends, escalating issues where appropriate.
- Produce regular MI, planning reports, and ad-hoc analysis for managers and senior stakeholders.
- Work closely with operational teams to validate forecast assumptions and understand demand drivers.
- Support regular planning and review meetings by preparing data, analysis, and commentary.
- Build effective working relationships with Customer Operations, and any other teams where required.
- Use NICE WFM workforce management to support forecasting and capacity planning outputs – developing expert user status within 12 months of being in position.
- Develop and maintain Excel-based models, dashboards, and scenario analysis tools under guidance.
- Prepare weekly capacity planning slides summarising forecast volumes, capacity position, and key risks.
- Contribute to continuous improvement initiatives to enhance forecast accuracy, planning processes, and reporting automation.
- 1–3 years' experience in an Analyst, Capacity Planning, Forecasting, Resource Planning, or Workforce Management role (required).
- Experience working with data to produce forecasts, plans, or operational insight in a fast-paced environment (required).
- Experience of workforce management tools such as NICE WFM (an advantage), Verint, Genesys Cloud, or Calabrio (required).
- Strong Excel skills including formulas, pivot tables, lookups, and basic modelling (required).
- Good analytical skills with strong attention to detail (required).
- Ability to clearly communicate data and insights to non-technical stakeholders (required).
- Experience producing reports or presentations (PowerPoint) for operational audiences (required).
- Safe home pickup and home drop.
- A regular bonus and great pension.
- 24 days annual leave.
- Extra paid leave, including wellbeing and development days.
- Life assurance and Income Protection.
- Private healthcare and wellbeing support.
- INR 3,000 per month Communication allowance.
- Up to INR 16,000 per year in Crèche expenses (children under 3).
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.
