Ten Group
Leisure, Travel & Tourism
WorkforcePlanner
Neural analysis suggests this role is
optimal for Mid candidates.
“Workforce Planner at Ten Group. Skills: Workforce Planning, scheduling, forecasting, rota building, real-time monitoring, adherence monitoring, Excel, Genesys, Snowflake. 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”
What You'll Achieve.
maintain optimal service coverage across regions and languages; delivery of accurate scheduling and forecasting activities; ensure our dashboards are reliable; escalations are kept to a minimum; highlight cost-saving opportunities
Industry & Context.
structured problem-solving
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, Meet minimum internet speeds if working in hybrid model, Working hours are Monday to Friday, 8am to 5pm or 9am to 6pm (SA Time), Transport home for those working a late shift (applies to those who don't have a car)
What They're Looking For.
Must Have
Minimum 2-3 years in Workforce Planning, RTA, or scheduling roles within a contact centre, 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 attention to detail, Willingness to learn tools such as Genesys and Snowflake
Nice to Have
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
What You'll Do.
Build and maintain accurate rotas and forecasts based on demand
public holiday coverage
and planned off-floor activity across multiple time zones
Monitor real-time performance: adherence
Maintain and refresh scheduling inputs ensure team compliance via Genesys
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
Act as the first point of review for inbound analytics 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
How You'll Work.
Team & Collaboration
Working closely with a senior analyst; Collaborate weekly with a nominated senior analyst to stay aligned on workforce dashboards; Comfortable working across functions to ensure schedule accuracy and operational alignment; Participation in cross-functional learning sessions led by senior team members
Communication Scope
Clear communicator
Full Job Description
**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](https://download-video-ak.vimeocdn.com/v3-1/playback/11839531-4703-4d1d-8095-46ea03cf8ae7/b97cb540-e95711f4?__token__=st=1753091005~exp=1753094605~acl=%2Fv3-1%2Fplayback%2F11839531-4703-4d1d-8095-46ea03cf8ae7%2Fb97cb540-e95711f4%2A~hmac=e3fb887de9bc69c87989f70eab2f0cc30c98e0a8cb926667eba67338ac464c4f&r=dXMtZWFzdDE%3D)! **🌟 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, yo
Applying for this Workforce Planner role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Ten Group?
Real rants from real employees. Read before you apply.