Junior Workforce Planning Assistant

Overview

Ten exists to become the world’s most trusted service provider. As Junior Workforce Planning Assistant (entry-level), 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. You will assist the Workforce Planning team with scheduling and forecasting activities to ensure the operation has the right people in the right place 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 Senior and Junior Workforce Planners to ensure we 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:

Workforce Planning:

• Regularly assistwith working through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stats and SLA’s to ensure we have effectively scheduled our workforce
• Provide standardised 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
• Share responsibility for rota management in your local region/s in order to maintain accuracy. This includes maintaining Genesys and ensuring teams are adhering to schedules
• Administrating and signing off Annual Leave, Lieu Time and any planned off floor activities
• To maintain and refresh schedules in advance of each quarter in accordance with business needs and to present these to the wider group
• To meet or beat targeted performance SLA’s through effective WFP
• Assist with organising coverage for public holidays, regional time changes and one-off events
• Ensure that if last minute absence affects coverage, appropriate cover or overtime is arranged
• Provide analysis and recommendations to improve staffing levels and efficiency

Unified Communications Systems:

• Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs
• Report within your region's requirements whether that’s daily pulse or weekly inbound task reports
• Investigate any SLA failures and produce a root cause analysis with recommendations and remedial actions for Operations
• Provide Weekly reporting on schedule adherence, unavailability and timekeeping
• Real Time Monitoring of queues, skills and LM performance / adherence
• Review, report and investigate ‘Task Exceptions’ to ensure there is no manipulation of the telephony system

You will also work as part of a Global Team on the following:

Business Improvements

• Assist the team with ongoing process improvements and support system upgrades under guidance from senior planners.
• Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning
• Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options
• Understanding each other's workforces to spot opportunities where you can provide cross-regional support, enabling you to make efficiency and cost saving recommendations

Requirements:
SKILLS AND CORE COMPETENCIES

Required

• A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language.
• Eager to learn and contribute to improvements in workforce planning, with an interest in understanding best practices and operational efficiency.
• 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
• High fluency in using data to provide quick, effective analysis and reporting, including use of Microsoft Excel

Guidelines for Hybrid/Home Office:

• This role is Cape Town–based and requires candidates to commute to the office at least 2 days per week. Please note this is a non-negotiable requirement.
• A secure home office at your confirmed address, free from background noise or other distractions when working remotely
• Internet service must meet minimum requirements and minimum speed check must be completed

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.

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 and outside of your Region.

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
• Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
• 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.
• 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.
• 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.
• Safe & secure offices in the Foreshore with complimentary off-street parking.

Who Are We

Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.

Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.

At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.

Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”