Demand & Capacity Planning Analyst

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.