Capacity Forecast Analyst

Capacity Forecast Analyst Manchester (Hybrid)

Reporting to the Senior Planning Manager, this role will be responsible for ensuring the efficient utilisation of operational resources across a multi-channel, contact centre network. The role is responsible for building and maintaining accurate capacity models, analysing workload demand across all channels, and providing actionable insights to ensure the right capacity is available to meet service level and business objectives globally.

The analyst partners with forecasting and workforce management teams to monitor performance, identify capacity risks, and deliver recommendations that enable data‑driven decision‑making in a fast‑paced environment.

• Determining optimised staffing levels required across all channels within the Contact Centre
• Analysing contact and channel volume history by tracking and trending telephony channel metrics, email, chat, to ensure accurate resourcing, and workload identification
• Develop and maintain global capacity models for all customer contact channels (voice, chat, email)
• Translate demand forecasts into capacity requirements based on productivity, shrinkage, and occupancy assumptions
• Conduct scenario analysis to model the impact of volume fluctuations, new markets, or strategic initiatives
• Assess capacity requirements across multiple time horizons (monthly, quarterly, annual)

• Continuously monitor actual vs. forecasted capacity performance across regions, lines of business, and channels
• Identify capacity gaps, risk indicators, and utilisation inefficiencies; generate structured analytical insight reports and deliver them to the line manager to support communication with regional and global teams
• Provide data‑driven insights and recommendations to support service level delivery and operational performance

• Track and report global utilisation metrics, including occupancy, availability, backlog, and shrinkage
• Produce and distribute regular capacity reports and dashboards, ensuring global visibility of key metrics
• Partner with Operations, Finance, and Workforce Planning teams to ensure consistent and transparent capacity reporting
• Present findings to leadership, translating complex data into clear insights and business implications

• Experience in the use of workforce planning tools
• Experience in design and development of dashboards and reports
• Experience in preparing and analysing Excel‑based workbooks for reporting purposes
• Strong analytical and data analysis skills
• Experience in taking complex datasets and statistical analytical techniques to produce actionable outputs
• Able to create capacity plans to clearly identify resource requirements
• Experience of using Zendesk (desirable)

• A strong collaborative ability to interact, influence and present to operational leaders
• Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes when reviewing procedures or approaching problems
• Makes decisions in a timely manner, considering both the immediate and long‑term consequences, applying logic in all instances
• Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
• Business awareness and an agile approach
• Organises time effectively and plans for future needs
• Seeks to understand the business environment in which we operate and stays abreast of issues and events that have an impact on the business and industry
• Displays ability to learn, change, and innovate
• Promotes a positive and friendly culture and demonstrates ethical behaviour

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be…