Resource Analyst, Forecasting & Capacity Planning

Meet the team

We're expanding our team of Resource Analysts and looking for new talent! As part of the Global Business Intelligence department, our Workforce Management team supports strategic decision-making by creating and maintaining actionable insights on KPIs, resource planning, forecasting trends, and operational performance.

Working closely with functional leaders and operational teams, we provide accurate, meaningful reporting that supports staffing decisions, capacity planning, and daily operational management.

If you're passionate about using data to optimize workforce operations, enjoy working collaboratively, and want to grow your WFM and analytics skills, this is the role for you!

Where you come in

• Develop and maintain volume forecasts: Estimate future contact volumes (calls, emails, web cases) using historical data, trend analysis, and business inputs.

• Build and update capacity plans: Model future workload requirements against available resource capabilities to identify staffing gaps and surpluses.

• Monitor and analyze WFM KPIs: Track shrinkage, occupancy, service levels, AHT, and other operational metrics; provide actionable insights during monthly reviews.

• Maintain reporting and dashboards: Build and upkeep Tableau dashboards and operational reports used for daily huddles, agent performance tracking, and resource management.

• Contribute to continuous improvement: Participate in projects, automate manual processes, and develop your expertise in WFM methodologies and BI tools.

What Makes You Successful:

• Understanding of workforce management concepts such as volume forecasting, capacity planning, scheduling, shrinkage, and service level modelling (Erlang C knowledge is a plus).

• Experience working in a Contact Centre, Customer Support, or Global Business Services environment — understanding of how operational KPIs (AHT, occupancy, adherence) drive staffing decisions.

• Experience with time-series data and forecasting techniques is a strong advantage.

• Strong analytical skills and the ability to interpret trends, patterns, and root causes.

• Experience with Tableau or similar visualization tools (e.g., Power BI, Looker Studio).

• Working knowledge of SQL or ETL concepts (ability to write simple queries; willingness to learn more).

• High proficiency in Excel, including formulas and data transformation skills (Power Query is a plus).

• Good data visualization skills and the ability to present insights clearly and logically.

• Strong problem-solving skills, accuracy, and attention to detail.

• Effective communication skills—able to understand stakeholder needs and explain insights simply.

• Collaborative mindset—you work well with others, take ownership, and ask questions when needed.

• Curiosity and willingness to learn, especially in resource planning, operational KPIs, and BI tools.

• Experience in Global Business Services, Customer Support, or Workforce Management environments is a strong advantage.

What you’ll get:

• A comprehensive onboarding and training on the job.

• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.

• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.

• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.

• Opportunity to work from other countries for up to 30 days per year.

• Health Insurance including reduced premiums available for dependents.

• Life and Accident insurance coverage.

• 3rd Pillar Private Pension plan.

• Health and Wellness programs, including access to online coaching and therapy sessions

• Fertility, Family forming, Menopause and Men’s health support services.

• Regular team-building events that foster collaboration and connection.

• Best-in-class training and career development programs.

• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.

• Access to a fitness tracking app with rewards for staying active.

• Free parking space at the city center office location.

• Language premium allowance (this one is used only for positions where language premium is applied)

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience.

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

Salary:

Monthly base salary for this position is from €3,102.50 to €3,832.50 gross. Final offer will depend on your qualifications, competencies, and professional experience.