Demand & Capacity Planning Analyst

Sage City; Newcastle upon Tyne; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Demand & Capacity Planning Analyst to join their Global WFM team in Customer Support Operations. This hybrid role involves developing supply and demand plans, collaborating with various teams, and providing data-driven insights to improve operational efficiency. Ideal candidates will have strong data analysis skills, proficiency in Excel, and experience in contact center environments.

Qualifications

• Proven experience in data analysis, forecasting, and headcount planning in contact centers.
• High proficiency in Microsoft Excel and understanding of Erlang modeling.
• Experience influencing senior leadership.

Responsibilities

• Develop and maintain supply and demand plans for multiple departments.
• Communicate proactively with stakeholders and present data-driven recommendations.
• Analyze trends to identify opportunities for operational improvements.

Skills

Data analysis

Forecasting

Headcount planning

Problem-solving

Attention to detail

Communication

Tools

Microsoft Excel

Workforce management systems

Reporting tools

Job description

Job Details: Demand & Capacity Planning Analyst

Full details of the job.

Job Title

Demand & Capacity Planning Analyst

Job Description

Overview: You will be part of the Global WFM team in Customer Support Operations, working closely with case-managed customer service teams across multiple countries. Your role is to provide expertise in capacity planning to support and guide these teams.

Responsibilities:

1. Develop and maintain supply and demand plans for multiple departments and locations.
2. Understand demand drivers by collaborating with change management, readiness, and product teams.
3. Communicate proactively with stakeholders and present data-driven recommendations to senior leaders.
4. Ensure accurate tracking of performance and resources, influencing best practices.
5. Advise on multi-skilling and support operational planning for case work allocation.
6. Align customer support journeys and performance targets with resource models.
7. Refine processes and tools to improve efficiency throughout the planning cycle.
8. Share best practices within the global WFM team to enhance organizational efficiency.
9. Analyze trends to identify opportunities for operational improvements.

Minimum Requirements:

• Proven experience in data analysis, forecasting, and headcount planning in contact centers.
• 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 communicate insights effectively.
• Experience influencing senior leadership.

This is a hybrid role based in Newcastle, working three days per week in the office.