At a Glance
- Tasks: Analyse and optimise staffing levels for a multi-channel contact centre.
- Company: Join a dynamic team in a leading global contact centre.
- Benefits: Competitive salary, flexible working options, and growth opportunities.
- Other info: Collaborative culture that values innovation and adaptability.
- Why this job: Make a real impact by driving data-driven decisions in a fast-paced environment.
- Qualifications: Experience with workforce planning tools and strong analytical skills required.
The predicted salary is between 59576 - 70089 £ per year.
Reporting to the Senior Planning Manager, this role will be responsible for ensuring the efficient utilisation of operational resources across a multi-channel, contact centre network. This role is responsible for building and maintaining accurate capacity models, analysing workload demand across all channels, and providing actionable insights to ensure the right capacity is available to meet service level and business objectives globally. The analyst partners with forecasting and workforce management teams to monitor performance, identify capacity risks, and deliver recommendations that enable data-driven decision-making in a fast-paced environment.
What You Will Be Doing
- Determining optimised staffing levels required across all channels within the Contact Centre
- Analysing contact and channel volume history by tracking and trending telephony channel metrics, email, chat, to ensure accurate resourcing and workload identification
- Develop and maintain global capacity models for all customer contact channels (voice, chat, email)
- Translate demand forecasts into capacity requirements based on productivity, shrinkage, and occupancy assumptions
- Conduct scenario analysis to model the impact of volume fluctuations, new markets, or strategic initiatives
- Assess capacity requirements across multiple time horizons (monthly, quarterly, annual)
Capacity Monitoring & Insights
- Continuously monitor actual vs. forecasted capacity performance across regions, lines of business, and channels
- Identify capacity gaps, risk indicators, and utilisation inefficiencies; generate structured analytical insight reports and deliver them to the line manager to support communication with regional and global teams
- Provide data-driven insights and recommendations to support service level delivery and operational performance
Reporting & Stakeholder Communication
- Track and report global utilisation metrics, including occupancy, availability, backlog, and shrinkage
- Produce and distribute regular capacity reports and dashboards, ensuring global visibility of key metrics
- Partner with Operations, Finance, and Workforce Planning teams to ensure consistent and transparent capacity reporting
- Present findings to leadership, translating complex data into clear insights and business implications
Requirements and Experience
- Experience in the use of workforce planning tools
- Experience in design and development of dashboards/reports
- Experience in preparing and analysing Excel-based workbooks for reporting purposes
- Strong analytical and data analysis skills
- Experience in taking complex datasets and applying statistical analytical techniques to produce actionable outputs
- Able to create capacity plans to clearly identify resource requirements
- Experience of using Zendesk (desirable)
Behavioural Skills
- A strong collaborative ability to interact, influence and present to operational leaders
- Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes when reviewing procedures or approaching problems
- Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances
- Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
- Business awareness and an agile approach
- Organises time effectively and plans for future needs
- Seeks to understand the business environment in which we operate and stays abreast of issues and events that have an impact on the business and industry
- Displays ability to learn, change, and innovate
- Promotes a positive and friendly culture and demonstrates ethical behaviour
Capacity Forecast Analyst in Manchester employer: Ticketmaster
As a Capacity Forecast Analyst, you will thrive in a dynamic and supportive work environment that prioritises employee growth and collaboration. Our company fosters a culture of innovation, offering comprehensive training and development opportunities to enhance your skills while ensuring a healthy work-life balance. Located in a vibrant area, we provide unique advantages such as access to diverse resources and a strong community focus, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Capacity Forecast Analyst in Manchester
✨Get to Grips with Data Visualisation Tools
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✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Ticketmaster!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
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We think you need these skills to ace Capacity Forecast Analyst in Manchester
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Ticketmaster, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Ticketmaster
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Ticketmaster’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
