Real time analyst

Overview

We're looking for a Real time analyst ("Workforce Planning Assistant") to help ensure the smooth running of our 24/7 global operation. You'll play a key role in short-term scheduling, real-time monitoring, and maintaining coverage, helping us meet our service level agreements (SLAs) and deliver an exceptional member experience across regions and time zones. In this junior role, you'll also support the Workforce & Operations Manager in preparing for high-impact events like new client launches or global campaigns, and provide real-time visibility into operational health through regular updates and reporting.

Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten's services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives. Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives. We're profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we're setting the standard for sustainable growth and technology, AI driven innovation.

For more information, check out our Welcome to Ten video

We're inviting applications for a Real time analyst ("Workforce Planning Assistant") role in our 24/7 global operation.

Key Responsibilities

Workforce Planning

• Maintain and update staff schedules in Genesys, including shift swaps, time off, and absenteeism
• Allocate job volumes to meet SLA and response time targets
• Monitor real-time demand, queue health, schedule adherence, and team availability
• Report daily and weekly metrics related to resourcing, demand, and operational health
• Coordinate coverage for last-minute absences and manage overtime planning
• Assist in keeping stakeholders informed about forecasted changes in volume and resourcing needs

Analytics Support & Systems Oversight

• Support dashboard accuracy and volume tracking using Snowflake and Genesys A3S
• Help triage simple inbound data/reporting queries before escalating to analytics
• Identify areas to improve or automate repetitive planning tasks (e.g., Excel reports)
• Collaborate weekly with a senior analyst for alignment on dashboards and reporting

Business Improvements (Global Team)

• Participate in initiatives to improve scheduling systems or implement new tools
• Monitor mid- to long-term resourcing trends and suggest operational improvements
• Support global WFP projects or planning standardization across regions

Essential Skills & Experience

• 1+ year experience in workforce planning, scheduling or real-time analytics (contact centre preferred)
• Strong Excel skills and confidence working with schedules, reports, and data
• Clear communicator with a structured, analytical mindset
• Eagerness to learn WFP tools like Genesys and Snowflake
• Strong attention to detail and ability to work in a fast-paced environment
• Fluent in English

Desirable Skills

• Familiarity with Genesys
• Interest in learning Python or automation tools
• Experience with dashboards or basic data pipelines
• Curious about improving WFP processes and tools

Learning & Development

• On-the-job mentorship from senior WFP and analyst team members
• Opportunities to upskill in automation, data tools, and planning methods
• Exposure to global planning projects and cross-functional collaboration

Guidelines for Hybrid/Home Office

• Located in Sao Paulo, Brazil
• Please note you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office
• A secure home office at your confirmed address, free from background noise or other distractions
• You must meet our minimum internet speeds if you want to work remotely / in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative. To check your internet speed please click here, follow the instructions and once you have your results, please take a screenshot and upload this on your application form.

Benefits

• A competitive salary depending on experience
• Hybrid working - you can combine working from home and from the office
• Paid time away from work - competitive paid time off, including a paid day each year to volunteer
• Paid Sabbaticals - one month paid Sabbital after every 5 years of service
• Extra Rewards - Ten Loyalty Rewards program with bonus and gifts
• Remote Working Holidays - travel and work anywhere in the world
• Employee Discounts - travel and entertainment discounts
• Be part of our global, dynamic, and inclusive Team with diversity at its core
• Genuine career opportunities within a dynamic and international company

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment. All hiring decisions are based on merit, competence, performance, and business needs.

• Seniority level : Mid-Senior level
• Employment type : Full-time
• Job function : Travel Arrangements

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