Capacity Planning Analyst

As the Capacity Planning Analyst, you will be the analytical engine driving our long-term operational stability. Your primary mission is to ensure that our specialised operational teams covering Customer Operations are optimally resourced months in advance. Leveraging advanced analytics and forecasting methodologies, you will be responsible for creating, maintaining, and presenting accurate demand forecasts across all service channels and specialised queues. You will dive deep into business drivers, modelling their impact on future demand and translating complex data into clear, actionable capacity plans. You will proactively highlight future capacity vs. demand shortfalls, informing recruitment, training, and operational strategy. You will bridge the gap between strategic planning and real-time execution by collaborating closely with our Real-Time Analysts.