Capacity Planning Analyst Job Description: 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 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 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. Must have: • 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. 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 #LI-VK1 Function: Customer Operations Country: United Kingdom Office Location: Newcastle Work Place type: Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.