Workforce Planning Associate

Summary

Join Ten Lifestyle Group as a Workforce Planning Associate and become part of a global team ensuring the reliability and consistency of our 24/7 service. You will use data, scheduling, and forecasting tools to optimize staffing and meet service level agreements. This role involves analyzing data, creating reports, managing schedules, resolving scheduling conflicts, and collaborating with various departments. The ideal candidate possesses experience in real-time management or workforce planning, preferably in customer service, and is proficient in data analysis and relevant software. Ten offers a competitive salary, hybrid or remote work options, paid time off, paid sabbaticals, and various other employee benefits.

Requirements

• English Level B2
• At least 1+ years of experience in real-time management or workforce planning, preferably in a customer service environment
• Familiarity with workforce management software (e.g. Genesys)
• Familiarity with workforce management systems for forecasting, scheduling, and real-time monitoring
• Basic to good knowledge of Microsoft Excel, with some experience in data analysis and creating reports
• Ability to monitor and analyse real-time performance data and KPIs (e.g., service level, adherence, average handle time)
• Experience in identifying trends, developing insights, and implementing solutions to optimise performance
• Proactive approach to resolve scheduling conflicts or agent adherence issues
• Strong communication skills to relay actionable insights and recommendations to stakeholders
• A collaborative mindset with the ability to work across departments (operations, HR, IT)

Responsibilities

• Provide standardized daily and weekly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of volumes and resourcing in your region
• Analyse SLA’s and Response Time to ensure we have effectively scheduled
• Ensure high visibility of the jobs volumes approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet demand
• Meet or beat targeted performance SLA’s through effective allocation of demand
• Ensure that if last minute absence affects coverage, appropriate overtime is arranged
• Provide a real time control about the demand (jobs and inbound volume), unavailability and SLA’s, ensure that all stakeholders know about the real operation health
• Provide a strong control of overtime
• Manage shift swaps and days off request
• Keep the schedules updated with vacation requests and absenteeism
• Support the team to take over the public holiday coverage
• Ensure that daily reporting on schedule adherence, unavailability and timekeeping
• Review and report on ‘Task Exceptions’ to ensure there is no manipulation of the telephony system
• Provide the allocation of jobs when required with the objective to met Response Time and achieve the regional efficiency

Preferred Qualifications

Basic understanding of SQL, Tableau, or other data manipulation tools

Benefits

• A competitive salary depending on experience
• 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 paid day each year to volunteer time for a good cause that is important to them
• 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 which includes a bonus and gift to say thank you for being part of Ten
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Genuine career opportunities within a dynamic and international company