Ten Group is looking for a Workforce Planning Analyst to ensure the smooth running of our 24/7 global operation. You will be responsible for short-term scheduling, real-time monitoring, and maintaining coverage to meet service level agreements (SLAs) and deliver an exceptional member experience across regions and time zones. As a B Corp on a mission to become the most trusted service business in the world, we offer a dynamic and inclusive environment where your contributions directly impact our success.

What You'll Do

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

What We're Looking For

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

Nice to Have

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

Technical Stack

Genesys
Snowflake
Excel
Python

Team & Environment

You will be part of a global team, reporting to the Workforce & Operations Manager and collaborating closely with a senior analyst and the wider analytics team.

Benefits & Compensation

Competitive salary depending on experience
Hybrid working (combine working from home and working from the office)
Competitive paid time off package, including a paid day each year to volunteer
One (1) month paid Sabbatical after every 5 years of Service
Lucrative Ten Loyalty Rewards program which includes a bonus and gift
Remote Working Holidays - possibilities to Travel and Work anywhere in the world
Access to lots of great travel and entertainment discounts
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

Work Mode

This role offers a hybrid work model and is based in Alphaville.

All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.