Capacity Planning Analyst

Overview

Sage – Newcastle Upon Tyne, England, United Kingdom. Join us as a Capacity Planning Analyst and play a key role in shaping the success of our global customer service operation. In this role, you’ll use your analytical skills to deliver accurate supply and demand forecasts, helping us achieve our global targets while keeping costs under control. By turning data into actionable insights, you’ll strategically optimise workforce allocation across multiple channels, ensuring every customer enjoys an outstanding experience. You’ll have the independence to make a real impact—driving efficiency, improving performance, and directly contributing to our business growth. This is a hybrid role – three days per week in our Newcastle office.

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 capacity 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.

Qualifications

• Proven ability in data analysis, forecasting, and headcount planning within contact centre environments.
• High proficiency in Microsoft Excel with an 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.

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

Details

• Location: Newcastle upon Tyne, England, United Kingdom
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Business Development and Sales
• Industries: Software Development

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