Capacity Forecast Analyst

Job Summary

Location: Manchester, United Kingdom (Hybrid) Division: Ticketmaster UK
Line Manager: Senior Planning Manager
Contract Terms: Permanent, 40 hours a week

The Job

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 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.

What you will be doing

• 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 contac...