In association with

Capacity Analyst, Gloucester

Want to grow your career and expand your expertise in Forecasting and Capacity Planning?  We are offering you the ability to do this…and more!

West is a world leader in the ever-evolving field of Communication Solutions. It is our business to deliver reliable, scalable, and productive communications solutions that change the way we work and improve the way we live through our portfolio of technology services including Cloud, Digital and Unified communications (to name just few).

Our Forecast Analysts go out not just to the Contact Centre but also to areas that are traditionally not under the typical F&P remit.  They find out what these areas do, break this down to workload types, complete forecasts and then build this up to a full resource capacity plan.

As part of this global team, you will need to use your investigative and interpersonal skills to gather the relevant departmental data, analyse said data and draw appropriate resource plans. Using these plans, you will work closely with department heads to support the business by ensuring that they not only have appropriate headcount, but also make recommendations to ensure that the department runs cost efficiently whilst delighting customers’ expectations.


  • Minimum one year operations experience in a call centre environment with a specialism in forecasting and scheduling required
  • Proven experience in a Capacity / planning role with demonstrable knowledge of forecasting methods and their applications
  • Intermediate to advanced level of experience with MS Excel
  • Excellent numerical reasoning skills
  • Excellent Customer Service and relationship building skills, demonstrate an ability to interact with all levels of staff in a positive and efficient manner
  • Resilient and Adaptable, remain calm and controlled when under pressure, staying positive and keeping perspective
  • Basic understanding of Contact Centre Planning theory (Erlang)

Ultimately, we also want you to share the same values we pride ourselves on; the desire to exceed expectations, to work collaboratively, to be accountable and to proactively drive improvement.

At West, we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. But that same desire to set our customers up for success applies to our employees as well. Our company culture is focused on inclusivity, innovation and empowerment. And our philosophy is simple: positive, successful employees will result in a positive, successful company.
We know that choosing a place to build your career isn’t just about the work you do every day. To make this vision a reality, we help our employees maximize their potential by providing them with training and career opportunities designed to challenge them and cultivate their professional potential.
We also acknowledge that perks are also important, and great benefits are vital. By offering a comprehensive benefits package, we are committed to helping our employees and their families address their healthcare needs, maintain a healthy work/life balance, and build a financially secure future. Our benefits package is designed to protect our employees’ health, financial security, personal welfare and peace of mind.

West is connecting the ideas, the innovation, the enterprise and the individuals that make things happen. But, before we can help our clients foster connections with their employees and customers, or grow their businesses through advanced communication technologies, we need to have the right team in place.  That’s where you come in - apply now to join our successful team. Email: 

Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process (preliminary assessments and/or telephone interview). If you are a possible fit, you will be invited to meet with a few key individuals on-site in order to help you get a full understanding of the team and the position. Our goal is for you to get to know us as we get to know you.

At West we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.

In order for us to process your application, West may process your personal data in accordance with its privacy statement




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