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 will 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 will strategically optimise workforce allocation across multiple departments, ensuring every customer enjoys an outstanding experience. You’ll have the independence to make a real impact by driving efficiency, improving performance, and directly contributing to our business growth.

This is a hybrid role requiring a minimum of three days per week on-site.

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.
:
Your first 90 days at Sage will be a valuable opportunity to learn about the business, explore the Customer Operations ecosystem, and gain a deep understanding of key business pain points and capacity planning needs. You will work closely with your manager and team to complete the Sage onboarding program, review the existing Customer Operations and workforce planning terrain, and build strong relationships with key stakeholders while earning their trust. Staying focused and self-motivated will be essential to your success.

’:

- You will join a Global Resource Team and will work closely with other Capacity Planning as well as Resource Planning Analysts across the business in delivering precise supply and demand forecasts for our global customer service operations.
- You will report directly to the Resourcing Planning Manager who has a successful track record of growth within our business.
:

- 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.
:

- Competitive base salary and performance bonus structure
- On-going training and professional development
- Paid 5 days yearly to volunteer through our Sage Foundation
- Flexible work patterns and hybrid working

LI-VS1

Function

Customer Operations

Country

South Africa

Office Location

Johannesburg

Work Place type

Hybrid

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