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- Tasks: Join our Global WFM team to analyse data and improve customer support operations.
- Company: Be part of a dynamic company focused on exceptional customer service across multiple countries.
- Benefits: Enjoy competitive salary, health coverage, flexible work patterns, and volunteer days.
- Why this job: Shape the future of workforce planning while enhancing customer experiences in a collaborative environment.
- Qualifications: Data analysis skills, Excel proficiency, and experience in contact centre environments are essential.
- Other info: This is a hybrid role with three days in our Newcastle office.
The predicted salary is between 36000 - 60000 £ per year.
You will be part of the Global WFM team in Customer Support Operations. You will be working closely with case-managed customer services teams who provide exceptional support to our customers across multiple countries. They have not yet had the benefit of a specialist capacity planner to guide and support them. This is where your expertise comes in. As the driving force behind implementing capacity plans, you will analyse key metrics, identify opportunities for improvement, and introduce efficiencies that empower these teams and our business to excel. Your insights and guidance will play a critical role in shaping a more structured, data-driven approach to workforce planning, ultimately enhancing the overall customer experience. This is a hybrid role – three days per week in our Newcastle office.
Key Responsibilities
- Responsible for developing and maintaining both long-term and short-term supply and demand plans for multiple departments across multiple locations.
- Build a deep understanding of demand drivers for the products within your scope by collaborating closely with change management, readiness, and product teams.
- Influence stakeholders by driving proactive communication with senior leaders, presenting data-driven recommendations to support resource adjustments, including recruitment, scheduling, and workforce reallocation.
- Collaborate with the operation and reporting teams to ensure accurate tracking of historical performance and actual resource, influencing best practice.
- Advise on multiskilling required to provide optimum resilience, and support operation with planning allocation of case work to analysts.
- Partner with operational teams to ensure that customer support journeys and colleague performance targets are accurately reflected in the resource models.
- Continuously evaluate and refine processes, practices, procedures, and tools to drive improvements and efficiency throughout the end-to-end planning cycle.
- Collaborate with the global Workforce Management (WFM) team to share best practices, knowledge, and insights, contributing to increased efficiency across the organization.
- Analyse patterns, trends, and opportunities to enhance efficiency and case handling capacity, identifying improvement opportunities, advocating their adoption, driving continuous improvement in operational performance.
Must have:
- Proven ability in data analysis, forecasting, and headcount planning within contact centre environments.
- High proficiency in Microsoft Excel with a strong understanding of Erlang modelling.
- Experience with workforce management systems and reporting tools.
- Strong problem-solving skills, attention to detail, and the ability to interpret and action complex data.
- Capability to identify improvement opportunities in large datasets and presenting technical insights clearly to diverse audiences.
- Experience of influencing senior leaders.
Your Benefits
- Competitive base salary and commission structure.
- Comprehensive health, dental and vision coverage.
- Work away scheme for up to 10 weeks a year.
- On-going training and professional development.
- Paid 5 days yearly to volunteer through our Sage Foundation.
- Flexible work patterns and hybrid working.
Contact Detail:
Sage Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Demand & Capacity Planning Analyst
✨Tip Number 1
Familiarise yourself with Erlang modelling and workforce management systems, as these are crucial for the role. Consider taking online courses or tutorials to enhance your skills in these areas, which will make you stand out during the interview process.
✨Tip Number 2
Prepare to discuss specific examples of how you've used data analysis to drive improvements in previous roles. Think about metrics you've influenced and be ready to explain your thought process and the outcomes achieved.
✨Tip Number 3
Research StudySmarter's approach to customer support and workforce management. Understanding our values and how we operate will help you tailor your responses and demonstrate your genuine interest in contributing to our team.
✨Tip Number 4
Practice your presentation skills, as you'll need to communicate data-driven recommendations to senior leaders. Consider doing mock presentations to friends or family to build confidence and receive constructive feedback.
We think you need these skills to ace Demand & Capacity Planning Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in data analysis, forecasting, and headcount planning, especially within contact centre environments. Use specific examples that demonstrate your proficiency in Microsoft Excel and Erlang modelling.
Craft a Compelling Cover Letter: In your cover letter, emphasise your ability to influence senior leaders and present data-driven recommendations. Mention how your insights can enhance customer support operations and contribute to a more structured approach to workforce planning.
Showcase Relevant Skills: Clearly outline your problem-solving skills and attention to detail in your application. Provide examples of how you've identified improvement opportunities in large datasets and how you communicated these insights to diverse audiences.
Research the Company Culture: Familiarise yourself with the company's values and culture, particularly their focus on continuous improvement and collaboration. Reflect this understanding in your application to show that you're a good fit for their team.
How to prepare for a job interview at Sage Group plc
✨Showcase Your Data Analysis Skills
As a Demand & Capacity Planning Analyst, your ability to analyse data is crucial. Be prepared to discuss specific examples of how you've used data analysis in previous roles, particularly in contact centre environments. Highlight your proficiency in Microsoft Excel and any experience with Erlang modelling.
✨Understand the Role of Stakeholders
This role involves influencing senior leaders and collaborating with various teams. Research the company’s structure and be ready to explain how you would communicate effectively with different stakeholders. Share examples of how you've successfully influenced decisions in the past.
✨Demonstrate Problem-Solving Abilities
The job requires strong problem-solving skills. Prepare to discuss challenges you've faced in previous positions and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your analytical thinking.
✨Emphasise Continuous Improvement Mindset
The role focuses on refining processes and driving efficiencies. Be ready to talk about times when you've identified improvement opportunities in your work. Discuss how you implemented changes and the positive impact they had on operations or customer experience.
