Workforce Planning Analyst

Shape the Future of Service Excellence with 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. Our services drive critical customer metrics, including revenue growth, net promoter score, and support 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 are profitable, ambitious and scaling fast. As the first B Corp listed on the London Stock Exchange, we set the standard for sustainable growth, technology and AI‑driven innovation. Job Title Workforce Planning Analyst We are looking for a Workforce Planning Analyst to help ensure the smooth running of our 24/7 global operation. The role focuses on 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 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. Manage annual leave requests based on coverage and SLAs. 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 standardisation across regions. Requirements 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. Benefits A competitive salary depending on experience. Hybrid working: combine work from home and the office. Paid time away from work, including a paid day each year to volunteer for a cause. Paid Sabbaticals: one month paid Sabbatical after every 5 years of service, without using annual leave. Extra Rewards – a lucrative Ten Loyalty Rewards program with bonuses and gifts. Remote Working Holidays – possibilities to travel and work anywhere in the world. Employee Discounts – access to travel and entertainment discounts enjoyed by our clients. Inclusive and diverse team culture with genuine career opportunities. 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. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs. Location & Working Arrangement Located in Alphaville. Hybrid working arrangement – at least 2 days a week in the office. A secure home office at your confirmed address, free from background noise or distractions. Requirement to meet minimum internet speeds when working remotely or in the hybrid model – this will be checked during the recruitment process and again when you join. #J-18808-Ljbffr