Workforce Planning Associate

Ten Lifestyle Group is a leading, technology-enabled lifestyle and travel platform, providing trusted concierge services to its members 24 hours a day, 365 days a year.

Our goal is simple: to become the most trusted service business in the world. We are the global market leader for travel and lifestyle management services, providing services from a strong global office network with over one thousand employees.  

We use our expertise, technology and scale to get our members direct access to the best travel, entertainment, dining and luxury retail services.

Ten is growing quickly and has ambitious plans to innovate, keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? 

About the role: 

We are looking for a Workforce Planning Associate, to 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 distribute our demand in the best way to deliver the member request 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 at Ten to ensure there is full understanding of volumes and resourcing in your region
• Analyse SLA’s 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 SLA’s through effective allocation of demand.
• Ensure that if last minute absence affects coverage, appropriate overtime is arranged 
• Provide a real time control about the demand (jobs and inbound volume), unavailability and SLA’s, ensure that all stakeholders know about the real operation health.
• Provide a strong control of overtime
• Manage shift swaps and days off request.
• Keep the schedules updated with vacation requests and absenteeism.
• Support the team to take over the public holiday coverage.
• Ensure that 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 met Response Time and achieve the regional efficiency.

• 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 analyse real-time performance data and KPIs (e.g., service level, adherence, average handle time).
• Experience in identifying trends, developing insights, and implementing solutions to optimise 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 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. If you don’t live near our office then we are open to fully remote working options too.
• 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.