Junior Workforce Planner

Summary

Join Ten Lifestyle Group as a Junior Workforce Planner and become part of a global team ensuring the reliability and consistency of their 24/7 service. You will utilize data, scheduling, and forecasting tools to optimize staffing and meet service level agreements. Responsibilities include resource planning, managing rotas, reporting, and collaborating with IT on unified communication systems. You will also contribute to business improvements and data analysis. The role requires strong analytical skills, communication abilities, and a collaborative mindset. Ten offers a competitive salary, performance-based bonuses, hybrid working options, paid time off, paid sabbaticals, and various employee benefits.

Requirements

• A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language
• An innovative thinker; always strives to improve and better service delivery, including searching out the market and identifying the best practices and new techniques to enhance and accelerate our workforce planning capabilities
• A One Team Mindset; To collaborate with other teammates that contribute to workforce planning and rota activities ensuring that they support the timely delivery of schedules and initiate all required changes day to day to support strong SLAs and business performance
• A person who holds themselves accountable and takes pride in their work, hitting deadlines and setting clear expectations
• High fluency in using data to provide quick, effective analysis and reporting, including use of Microsoft Excel

Responsibilities

• Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stats and SLA’s to ensure we have effectively scheduled our workforce
• Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region
• Be fully accountable for rota management in your local regions in order to maintain accuracy. This includes maintaining Genesys and ensuring teams are adhering to schedules
• Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities
• To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group
• To meet or beat targeted performance SLA’s through effective WFP
• Organise coverage for public holidays, regional time changes and one-off events
• Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged
• Provide analysis and recommendations to improve staffing levels and efficiency
• Approve and manage overtime and lieu time within your regions, provide monthly analysis and reporting and work to align on processes and reduce cost
• Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs
• Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams
• Report within your region's requirements whether that’s daily pulse or weekly inbound task reports
• Investigate any SLA failures and produce a root cause analysis with recommendations and remedial actions for operations
• Provide Daily reporting on schedule adherence, unavailability and timekeeping
• Real Time Monitoring of queues, skills and LM performance/ adherence
• Review, report and investigate ‘Task Exceptions’ to ensure there is no manipulation of the telephony system
• Work to innovate and improve Ten’s resource planning system and methodology, utilising prior experience and seeking out efficiency improvements that lead to better business performance
• Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning
• Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options
• Understanding each other's workforces to spot opportunities where you can provide cross-regional support, enabling you to make efficiency and cost saving recommendations
• Provide ad hoc data analysis and reporting at the request of The Workforce Planning Senior Leadership Team and Operations

Benefits

• A competitive salary depending on experience, plus a performance-based bonus. Additional Late Shift and Sunday Shift Allowances increase earning potential
• Hybrid working . You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you
• Paid Sabbaticals . One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car)
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use
• Be part of our global, dynamic, and inclusive Team, with diversity at its core
• Genuine career opportunities within a dynamic and international company