Job Description
What part of the business will I be working in?
You will be part of the Global WFM team in Customer Support Operations. You will be working closely with case-managed customer services teams who provide exceptional support to our customers across multiple countries. They have not yet had the benefit of a specialist capacity planner to guide and support them. This is where your expertise comes in.
As the driving force behind implementing capacity plans, you will analyse key metrics, identify opportunities for improvement, and introduce efficiencies that empower these teams and our business to excel. Your insights and guidance will play a critical role in shaping a more structured, data-driven approach to workforce planning, ultimately enhancing the overall customer experience.
This is a hybrid role – three days per week in our Newcastle office
Key Responsibilities
Your focus?
- Responsible for developing and maintaining both long-term and short-term supply and demand plans for case-managed products across multiple regions and countries.
- Design and deliver multi-skill plans across all products, ensuring optimal customer access and availability.
- 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 presenting data-driven recommendations to support resource adjustments, including recruitment, scheduling, and workforce reallocation.
- Collaborate with the operation to establish accurate tracking/understanding of historical performance and actual resource
- Advise operation 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 end-to-end 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, driving continuous improvement in operational performance
The skills you’ll use to add value.
- Advanced Excel knowledge (required)
- Case / Ticket demand planning experience (required)
- Complex Data Analysis (required)
- Strong presentation skills (required)
- Salesforce CRM (optional)
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
Find out more & apply now