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10 Call / Contact Centres jobs in Newcastle Upon Tyne

Forecasting Analyst

Salary not available. View on company website.

The Sage Group plc, Newcastle upon Tyne

  • Full time
  • Permanent

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Posted 2 days ago, 30 May

Customer Service Advisor ...

Salary not available. View on company website.

Government of The United Kingdom, South Shields, South Tyneside

  • Full time
  • Permanent

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Posted 2 days ago, 30 May

Customer Services Advisor

Salary not available. View on company website.

Castles and Coasts Housing Association, Newcastle upon Tyne

  • Full time
  • Temporary

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Posted 3 days ago, 29 May

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Retentions Advisor

Salary not available. View on company website.

Verisure, Newcastle upon Tyne

  • Full time
  • Permanent

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Posted 1 week ago, 23 May

Planner/Scheduler

Salary not available. View on company website.

Occupop Ltd., Newcastle upon Tyne

  • Full time
  • Permanent

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Posted 2 weeks ago, 17 May

Team Leader

Salary not available. View on company website.

Gem Partnership, Newcastle upon Tyne

  • Full time
  • Permanent

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Posted 2 weeks ago, 16 May

Support Officer - Newcast...

Salary not available. View on company website.

HM Courts and Tribunals Service, Percy Main, North Tyneside

  • Full time
  • Permanent

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Posted 2 weeks ago, 16 May

Quality Assurance Auditor

£35000

Sopra Steria Limited, West Moor, North Tyneside

  • Full time
  • Permanent

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Posted 2 weeks ago, 16 May

Customer Service Advisor ...

Salary not available. View on company website.

Royal Mail, New Silksworth, Sunderland

  • Full time
  • Temporary

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Posted 2 weeks ago, 15 May

Implementation Consultant...

Salary not available. View on company website.

SAGE GROUP PLC, Newcastle upon Tyne

  • Part time
  • Permanent

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Posted 2 weeks ago, 15 May
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Forecasting Analyst

Salary not available. View on company website.

The Sage Group plc, Newcastle upon Tyne

  • Onsite working
  • Full time
  • Permanent

Posted 2 days ago, 30 May

Job ref: fd7ef57b6bdb49bb8d18d69e39a154bb

Full Job Description

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

  • 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 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, identifying improvement opportunities, advocating their adoption, driving continuous improvement in

    Proven ability in data analysis, forecasting, and headcount planning within contact centre environments.
  • High proficiency in Microsoft Excel with a strong 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.

    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: Watch a video about our culture: 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 at . Learn more about DEI at Sage: Sage

  • 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

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