Vacancies Senior Headcount Analyst

Please Note: The application deadline for this job has now passed.

Job Introduction

** Remote/home working allowed **

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

…And right now, we are looking for a Senior Headcount Analyst to work in our insurance side of the business at an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships, leading the market with innovative insurance and financial products. 

You will be responsible for managing our headcount, which is a complex part of our business, you will be required to have an exceptional ability to understand and interpret numbers.  This analyst role is responsible for presenting detailed headcount information, to support the business in making effective decisions on headcount planning, and therefore strong controls over of cost base. 

You will be working closely with our Finance and Marketing teams, building strong processes around data, how and where we source it, understand it, and present it.  

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.  

If this is of interest to you then we would be keen to hear from you!



Role Responsibility

  • Translate Marketing and Finance data into call forecast models. 

  • Manage headcount modelling inputs and outputs to create effective headcount forecasts. 

  • Create and enhance complex models for contact centre teams.  

  • Use tracking reports for ACD, penetration and other metrics to feed headcount model forecasts. 

  • Present headcount movements, issues, and trends to the Senior Management team in monthly steering group meetings. 

  • Track accuracy of all forecast models, and highlight opportunities to improve forecasting accuracy. 

  • Present timely recommendations on contact activity to support the delivery of contact centre performance metrics. 

  • Build strong processes with the Marketing and Finance teams, to ensure a robust approach to headcount planning. 

  • Able to influence how we structure our organisation to deliver optimal performance. 

  • Challenge existing practices to deliver efficiencies to operating models. 

  • Create and present recommendations on recruitment cycles, with supporting analysis, to the Senior Management team. 

  • Create business cases to support investment decisions. 

  • Create clarity around productivity and performance metrics. 

  • Provide technical support and guidance to the department to build our future capability. 

The Ideal Candidate

  • Experience of handling large sets of complex data. 

  • Experience of creating headcount models. 

  • Experience of analysing complex data. 

  • Able to work collaboratively across multiple divisions. 

  • Proactive in driving forecast and planning activities. 

  • Experience of working to strict deadlines. 

  • Advanced level Excel skills. 

  • Advanced analytical skills. 

  • Highly Analytical. 

  • Excellent communicator. 

  • Strong written presentation skills. 

  • Continuous improvement mindset. 

  • Strong stakeholder management skills. 

  • A thirst for information and data. 

  • Educated to degree calibre or equivalent. 

Our values are:

  • Precision Pace - Always owning and making things happen.
  • Empathy – Always aware of others.
  • Curiosity – Always asking why.
  • Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

  • Remote working available where possible

  • 25 days annual leave plus bank holidays from Jan 2022 with the choice to buy a further 5 days annual leave per year 

  • Free private medical insurance after 1 years' service 

  • Workplace Pension 

  • AXA Be Supported 

  • A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 



To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.




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