Workforce Planner

About the role

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, Swisscard and Royal Bank of Canada. 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 ! 🌟 Become a Part of Our Team as a Workforce Planner🌟 About the Role We're seeking a Workforce Planner to support the day-to-day performance of our global 24/7 operation. The role focuses primarily on short-term planning, real-time monitoring, rota building, and ensuring schedule adherence to maintain optimal service coverage across regions and languages. You'll own the delivery of accurate scheduling and forecasting activities while also playing a light triage role for basic data and reporting queries. Working closely with a senior analyst, you'll help ensure our dashboards are reliable and escalations are kept to a minimum. This is a hands-on role ideal for someone who enjoys structured problem-solving, thrives in operational environments, and is eager to contribute to continuous improvement. Key Responsibilities Workforce Planning Build and maintain accurate rotas and forecasts based on demand, capacity, and SLAs Manage leave, public holiday coverage, and planned off-floor activity across multiple time zones Monitor real-time performance: adherence, shrinkage, schedule alignment, and live queues Maintain and refresh scheduling inputs quarterly; ensure team compliance via Genesys Produce daily, weekly, and monthly reports for operations and planning teams Track overtime and lieu time usage, approve where necessary, and highlight cost-saving opportunities Support WFP leadership in preparing for growth, new client onboarding, or one-off global events Ensure scheduling systems (Genesys) reflect skill changes and service updates Triage & Data Support Act as the first point of review for inbound analytics tickets; escalate only complex issues Collaborate weekly with a nominated senior analyst to stay aligned on workforce dashboards Support dashboard health and task reporting using Snowflake and Genesys A3S Identify and suggest improvements to manual reporting or scheduling processes, especially those still reliant on Excel Essential Skills & Experience Minimum 2-3 years in Workforce Planning, RTA, or scheduling roles within a contact centre Strong working knowledge of rota creation, SLA management, and real-time adherence monitoring Confident using Excel to track and report workforce data Comfortable working across functions to ensure schedule accuracy and operational alignment Clear communicator with strong attention to detail Willingness to learn tools such as Genesys and Snowflake Desirable Skills & Growth Potential Interest or exposure to Python or workflow automation tools Experience with Genesys or similar WFM systems Curiosity to evolve workforce planning through improved tooling and insights Training & Development Mentorship from senior planners and data analysts Access to upskilling in workforce tools, Python, and dashboard automation Participation in cross-functional learning sessions led by senior team members Guidelines for Hybrid/Home Office: Cape Town Please note that 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 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 Working hours are Monday to Friday, 8am to 5pm or 9am to 6pm (SA Time) Benefits & Rewards 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

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