Senior Operations Capacity Analyst

We are looking for a candidate to maintain and improve the capacity forecasting process for the Global Customer Service area. This is a critical need to accurately forecast capacity volumes in line with business targets and maintain Operations performance and SLAs. Tasks: Own, maintain and improve the capacity forecasting process for the Global Customer Service area, with specific focus on calculating the resource requirements for the Contact Centre teams on a rolling basis Liaise with other teams within Customer Service (Hubs, Reporting, Workforce Management), as well as external teams (HR Business partners, Talent Acquisition, Finance), in order to ensure that identified needs are being delivered Monitor and report performance against plans to Customer Service leadership to ensure that both service level and cost objectives are met Coordinate with our finance business partners in order to develop the annual budget and forecasts Assist with other team requirements such as Gap Analysis, External Benchmarking and Target Setting Provide financial insight and analysis to support decision-making Skills needed: Relevant experience in planning and forecasting or other related experience in finance University degree in a scientific field (Accountancy, Mathematics, Engineering) or similar Fluency in English, Spanish is a plus Proficiency with Excel and Tableau, SQL knowledge is a plus Ability to work independently but also a team player with strong interpersonal skills Tenacity, proactive, strategic thinking and comfortable working on multiple initiatives simultaneously

Location: Palma, Balearic Islands, ES

Posted Date: 7/5/2025