Workforce Planning Analyst

Ten exists to become the world’s most trusted service provider.  As Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods.  Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to ensure that the organisation has the right people - with the right skills in the right places at the right 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.     In addition, you will support the Head of and Senior Workforce Planners to ensure they are equipped to effectively handle expected business growth and one-off events.  Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity.  You will ensure that business leaders have the information they need with enough advance notice to prepare and organize the operation to be in step with such business changes.  Workforce Planning: Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stats and SLA’s to ensure we have effectively scheduled our workforce Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region Be fully accountable for rota management in your local regions in order to maintain accuracy. This includes maintaining Genesys and ensuring teams are adhering to schedules Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group To meet or beat targeted performance SLA’s through effective WFP Organise coverage for public holidays, regional time changes and one-off events Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged Provide analysis and recommendations to improve staffing levels and efficiency Approve and manage overtime and lieu time within your regions, provide monthly analysis and reporting and work to align on processes and reduce cost Unified Communications Systems: Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams Report within your region's requirements whether that’s daily pulse or weekly inbound task…