Workforce Planning Analyst job opportunity at Ten Lifestyle Group.

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Date2026-02-13T12:23:35.922Z bot
Ten Lifestyle Group Workforce Planning Analyst
Experience: 3-years
Pattern: Full-time
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loacation São Paulo, Brazil
loacation São Paulo....Brazil

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 and Swisscard. 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! We’re looking for a Workforce Planning Analyst to help ensure the smooth running of our 24/7 global operation. You’ll play a key role in short-term scheduling, real-time monitoring, and maintaining coverage, helping us meet our service level agreements (SLAs) and deliver an exceptional member experience across regions and time zones.  In this role, you’ll also support the Workforce & Operations Manager in preparing for high-impact events like new client launches or global campaigns, and provide real-time visibility into operational health through regular updates and reporting.    Key Responsibilities: Workforce Planning  Maintain and update staff schedules in Genesys, including shift swaps, time off, and absenteeism  Allocate job volumes to meet SLA and response time targets  Monitor real-time demand, queue health, schedule adherence, and team availability  Report daily and weekly metrics related to resourcing, demand, and operational health  Coordinate coverage for last-minute absences and manage overtime planning  Assist in keeping stakeholders informed about forecasted changes in volume and resourcing needs  Manage Annual Leave requests based on coverage and SLAs Analytics Support & Systems Oversight   Support dashboard accuracy and volume tracking using Snowflake and Genesys A3S  Help triage simple inbound data/reporting queries before escalating to analytics  Identify areas to improve or automate repetitive planning tasks (e.g., Excel reports)  Collaborate weekly with a senior analyst for alignment on dashboards and reporting  Business Improvements (Global Team)  Participate in initiatives to improve scheduling systems or implement new tools  Monitor mid- to long-term resourcing trends and suggest operational improvements  Support global WFP projects or planning standardization across regions  Essential Skills & Experience  3+ years experience in workforce planning, scheduling or real-time analytics (contact centre preferred)  Strong Excel skills and confidence working with schedules, reports, and data  Prior experience with data analysis Clear communicator with a structured, analytical mindset  Eagerness to learn WFP tools like Genesys and Snowflake  Strong attention to detail and ability to work in a fast-paced environment  Fluent in English    Desirable Skills  Familiarity with Genesys  Interest in learning Python or automation tools  Experience with dashboards or basic data pipelines  Curious about improving WFP processes and tools    Learning & Development  On-the-job mentorship from senior WFP and analyst team members  Opportunities to upskill in automation, data tools, and planning methods  Exposure to global planning projects and cross-functional collaboration    Guidelines for Hybrid/Home Office : Located in Alphaville Please note 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 remotely / 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. To check your internet speed please click  here , follow the instructions and once you have your results, please take a screenshot and upload this on your application form.

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