Workforce Planning Coordinator

Job Title: Workforce Planning Coordinator

We are seeking a highly skilled and organized Workforce Planning Coordinator to join our team. As a Workforce Planning Coordinator, you will play a key role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.

You will use data, scheduling, and forecasting tools to distribute our demand in the best way to deliver member requests in the best time. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best-in-class service as cost-effectively as possible.

Key Responsibilities:

• Provide standardized daily and weekly reporting and ad-hoc analytical support to the wider operations team to ensure there is full understanding of volumes and resourcing in your region.
• Analyze SLAs 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 SLAs through effective allocation of demand.
• Ensure that if last-minute absence affects coverage, appropriate overtime is arranged.
• Provide real-time control about the demand (jobs and inbound volume), unavailability, and SLAs, ensuring that all stakeholders know about the real operation health.
• Manage shift swaps and days off requests.
• Keep schedules updated with vacation requests and absenteeism.
• Support the team to take over public holiday coverage.
• Ensure 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 meet Response Time and achieve regional efficiency.

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.
• Basic understanding of SQL, Tableau, or other data manipulation tools (optional but advantageous).
• Ability to monitor and analyze real-time performance data and KPIs (e.g., service level, adherence, average handle time).
• Experience in identifying trends, developing insights, and implementing solutions to optimize 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).

Our Benefits:

• Competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• 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.
• 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 perks and discounts.

If you are a motivated and organized individual with excellent communication skills and a passion for workforce planning, please submit your application.