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For Companies At a Glance
- Tasks: Join our Global WFM team to analyse data and improve customer support operations.
- Company: Be part of a dynamic company focused on enhancing customer experiences worldwide.
- Benefits: Enjoy competitive pay, health coverage, flexible work, and paid volunteering days.
- Why this job: Make a real impact with data-driven insights while collaborating with global teams.
- Qualifications: Data analysis experience in contact centres and strong Excel skills are essential.
- Other info: This hybrid role requires three days in our Newcastle office.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
What part of the business will I be working in?
You will be part of the Global WFM team in Customer Support Operations. You will work closely with case-managed customer service teams across multiple countries, providing them with specialist capacity planning support.
As the key driver behind implementing capacity plans, you will analyze key metrics, identify opportunities for improvement, and introduce efficiencies to empower these teams and the business. Your insights will help shape a structured, data-driven approach to workforce planning, enhancing the customer experience.
This is a hybrid role – three days per week in our Newcastle office.
Responsibilities:
- Develop and maintain short-term and long-term supply and demand plans for multiple departments and locations.
- Understand demand drivers by collaborating with change management, readiness, and product teams.
- Influence stakeholders with data-driven recommendations for resource adjustments, including recruitment, scheduling, and workforce reallocation.
- Collaborate with operation and reporting teams to track performance and resource data, influencing best practices.
- Advise on multiskilling to ensure resilience and support planning of case work allocation.
- Partner with operational teams to accurately reflect customer support journeys and performance targets in resource models.
- Continuously improve processes, practices, and tools to drive efficiency throughout the planning cycle.
- Share best practices and insights with the global Workforce Management team to increase organizational efficiency.
- Analyze patterns and trends to enhance capacity and operational performance.
Must Have:
- Proven ability in data analysis, forecasting, and headcount planning within contact centres.
- High proficiency in Microsoft Excel and understanding of Erlang modeling.
- Experience with workforce management systems and reporting tools.
- Strong problem-solving skills and attention to detail.
- Ability to interpret complex data and present insights clearly.
- Experience influencing senior leaders.
Your Benefits:
- Competitive salary and commission structure
- Comprehensive health, dental, and vision coverage
- Work away scheme for up to 10 weeks a year
- Ongoing training and professional development
- Paid volunteering days through Sage Foundation
- Flexible work patterns and hybrid working
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Forecasting Analyst employer: Sage
Contact Detail:
Sage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Forecasting Analyst
✨Tip Number 1
Familiarise yourself with Erlang modeling and workforce management systems. Understanding these tools will not only help you in the role but also demonstrate your commitment to mastering the skills required for a Forecasting Analyst.
✨Tip Number 2
Network with professionals in the customer support operations field. Engaging with current employees or industry experts can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data analysis to influence decision-making in previous roles. Being able to articulate your experience with real-world scenarios will set you apart from other candidates.
✨Tip Number 4
Stay updated on trends in workforce management and customer service. Showing that you're knowledgeable about the latest developments in the industry can impress interviewers and highlight your proactive approach.
We think you need these skills to ace Forecasting Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in data analysis, forecasting, and headcount planning, particularly within contact centres. Use specific examples that demonstrate your proficiency in Microsoft Excel and any workforce management systems you've used.
Craft a Compelling Cover Letter: In your cover letter, explain why you're interested in the Forecasting Analyst role and how your skills align with the responsibilities outlined in the job description. Emphasise your ability to influence stakeholders with data-driven recommendations and your experience in collaborating with operational teams.
Showcase Problem-Solving Skills: Provide examples in your application that showcase your strong problem-solving skills and attention to detail. Discuss specific challenges you've faced in previous roles and how you successfully addressed them using data analysis.
Highlight Communication Skills: Since the role involves influencing senior leaders and collaborating with various teams, make sure to highlight your communication skills. Mention any experiences where you've had to present complex data clearly and effectively to different audiences.
How to prepare for a job interview at Sage
✨Showcase Your Data Analysis Skills
Be prepared to discuss your experience with data analysis and forecasting. Bring examples of how you've used data to influence decisions in previous roles, especially in contact centres.
✨Demonstrate Proficiency in Excel
Since high proficiency in Microsoft Excel is a must-have, be ready to talk about specific functions or tools you’ve used. If possible, mention any complex models you've built or analyses you've conducted.
✨Understand the Business Context
Research the company’s customer support operations and their approach to workforce management. This will help you tailor your responses and show that you understand the role's impact on the business.
✨Prepare for Stakeholder Interaction
Think of examples where you've influenced senior leaders with data-driven recommendations. Be ready to explain how you can apply this skill in the new role to drive resource adjustments effectively.
