Junior Workforce Planner - Cape Town

Driving Innovation and Trust: Ten's Journey to Redefine Service Excellence. Ten is on a mission to become the most trusted service business in the world.

Technology-driven Product is at the centre of our strategy to create a hugely successful service and business.

Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC, Swisscard and Royal Bank of Canada.

Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.

We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts.

We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our 'big 4' service categories of restaurants/travel/entertainment and luxury retail.

We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).

Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives.

The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.

Join Our Team as a Junior Workforce Planner

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.

Essential Duties and Responsibilities

1. Resource 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 analyzing stats and SLA's to ensure we have effectively scheduled our workforce.
2. Provide standardized 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.
3. 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.
4. Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities.
5. To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group.
6. To meet or beat targeted performance SLA's through effective WFP.
7. Organise coverage for public holidays, regional time changes and one-off events.
8. Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged.
9. Provide analysis and recommendations to improve staffing levels and efficiency.
10. 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:

1. Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs.
2. Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams.
3. Report within your region's requirements whether that's daily pulse or weekly inbound task reports.
4. Investigate any SLA failures and produce a root cause analysis with recommendations and remedial actions for operations.
5. Provide Daily reporting on schedule adherence, unavailability and timekeeping.
6. Real Time Monitoring of queues, skills and LM performance/adherence.
7. Review, report and investigate 'Task Exceptions' to ensure there is no manipulation of the telephony system.

Global Team Collaboration:

1. Work to innovate and improve Ten's resource planning system and methodology, utilizing prior experience and seeking out efficiency improvements that lead to better business performance.
2. Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning.
3. Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options.
4. Understanding each other's workforces to spot opportunities where you can provide cross-regional support, enabling you to make efficiency and cost saving recommendations.
5. Provide ad hoc data analysis and reporting at the request of The Workforce Planning Senior Leadership Team and Operations.

Requirements Skills and Core Competencies

1. A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language.
2. An innovative thinker; always strives to improve and better service delivery, including searching out the market and identifying the best practices and new techniques to enhance and accelerate our workforce planning capabilities.
3. A One Team Mindset; To collaborate with other teammates that contribute to workforce planning and rota activities ensuring that they support the timely delivery of schedules and initiate all required changes day to day to support strong SLAs and business performance.
4. A person who holds themselves accountable and takes pride in their work, hitting deadlines and setting clear expectations.
5. High fluency in using data to provide quick, effective analysis and reporting, including use of Microsoft Excel.

Behavioral Expectations:

You will engender pride in working for Ten, and make a point of celebrating the success of your team and of others around you. As a manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy and Pioneering. This means approaching your work every day with a positive, solution-oriented and supportive attitude, and setting high standards for yourself. You will be self-aware and visibly committed to continuous self-improvement. You will exercise good judgment when faced with difficult decisions, and take personal responsibility for problems being resolved. This may include collaborating with stakeholders both in North America, and in other regions.

Benefits

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, plus a performance-based bonus. Additional Late Shift and Sunday Shift Allowances increase earning potential. 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 day each year to volunteer time for a good cause that is important to you. One month paid Sabbatical after every 5 years of Service, without tapping into annual leave.

Extra Rewards: Lucrative Ten Loyalty Rewards program. Remote Working Holidays - possibilities to Travel and Work!

Employee Discounts: Access to lots of great travel and entertainment discounts as our clients' members would! We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car). ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.

Be part of our global, dynamic, and inclusive Team, with diversity at its core. Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Net worth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world. We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.