Workforce Planning Analyst

About Ten Ten is on a mission to become the most trusted service business in the world. We serve the most valuable customers of the world’s leading private banks, premium financial services, and luxury brands globally, including HSBC, Bank of America, and Swisscard. 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. Position: Workforce Planning Analyst We’re looking for a Workforce Planning Analyst to help ensure the smooth running of our 24/7 global operation. You will play a key role in short‑term scheduling, real‑time monitoring, and maintaining coverage to meet our service level agreements (SLAs) and deliver an exceptional member experience across regions and time zones. Key Responsibilities 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. Manage annual leave requests based on coverage and SLAs. 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. 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 3+ years experience in workforce planning, scheduling, or real‑time analytics (contact centre preferred). Strong Excel skills and confidence working with schedules, reports, and data. Prior experience with data analysis. 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. Hybrid/Home Office Guidelines Located in Alphaville. Hybrid working arrangement – at least 2x a week in the office. Secure home office at your confirmed address, free from background noise or other distractions. Meet minimum internet speeds required for remote work; speeds will be verified during recruitment and after joining. Benefits Competitive salary depending on experience. Hybrid working: combine working from home and working from the office. Paid time away from work – a paid day each year to volunteer for a good cause. Paid sabbaticals – 1 month paid after every 5 years of service. Ten Loyalty Rewards program – bonus and gift. Remote working holidays – possibilities to travel and work anywhere in the world. Employee discounts – access to travel and entertainment discounts. Inclusive team culture with diversity at its core. Career opportunities within a dynamic, international company. Commitment to Diversity We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites our teams at Ten. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Travel Arrangements #J-18808-Ljbffr