Lead operational efficiency by delivering precise demand forecasts for our global customer service operation. With a focus on achieving global targets while maintaining cost control. Data analysis will be key to anticipate demand, strategically optimise workforce allocation across channels to ensure an outstanding customer experience. The Forecasting Analyst will work independently to transform data-driven insights into actionable strategies, enhancing operational performance and advancing our business objectives.
Hybrid – 3 days in our Newcastle office (global headquarters)
• 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, digital, commercial and product teams.
• Influence stakeholders by driving proactive communication with senior leaders, presenting data-driven recommendations to support resource adjustments, including recruitment, department operating models and workforce reallocation.
• 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 resource 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.
Your benefits:
• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Work away scheme for up to 10 weeks a year
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing
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