Workforce Planning Analyst

Shape the Future of Service Excellence with Ten

Driving Innovation. Building Trust. Redefining Service Excellence.

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 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.

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 looking for a
Workforce Planning Analyst
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 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.

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 standardization 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

*Guidelines for Hybrid/Home Office :*

• Located in Alphaville
• 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

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

*Rewards designed around you:***

• A 
  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.
• 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
• 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 for our employees. This idea unites the 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.