Strategic Workforce Planning & Insights Analyst

Ryanair - Europe's Favourite Airline; Dublin; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Discounted and unlimited travel

Defined Contribution Pension Scheme

Death in Service Benefit – Up to 2x of

20 days annual leave – increasing to ;

Cycle 2 Work Scheme

Unrivalled career progression

Job summary

Ryanair in Dublin is seeking an ambitious business analyst to join the busiest customer service team. You will develop business cases, build functional specs for BI labs, and help automate processes to improve efficiency.

You will create process maps, deliver predictive models on self-service and escalations, and produce executive dashboards using Power BI/Tableau. Strong stakeholder management and data-driven decision making are essential in this fast-paced ecommerce environment.

Qualifications

• BA/BSc or equivalent qualification.
• Project management qualification or equivalent standard.
• Some experience in Workforce Planning and Business Analysis.
• At least a year of experience in Data Insights & Reporting preferred.
• Advanced MS Office skills, particularly Excel; experience building reports in Power BI/Tableau.

Responsibilities

• Develop business cases and functional specs for labs BI development, helping to automate basic processes.
• Develop a series of process maps linked to outcomes and work with partners to automate tasks that are currently manual.
• Work with wider CS teams to deliver a predictive model on self‑service and forecasted escalations, using customer insights to drive initiatives for process improvement.
• Produce insight reports using inferential statistics and turn them into dashboards for executive level information to Z level stakeholders.
• Collaborate with outsource partners to develop a plan to reduce contacts, repeats, automate some contact types and drive‑up contact deflection rates.
• Work with the WFM manager and other teams to develop reports that provide insight into customer behaviour and help to support the development of forecasting and headcount plans.
• Analyse historical data and current call/chat volumes to forecast staffing requirements and schedule adherence.
• Monitor real‑time performance metrics, adjusting staffing levels and schedules to meet service level targets.
• Collaborate with operations leadership to develop robust staffing plans aligned with strategic objectives.
• Organise and prioritise projects in a fast‑paced, deadline‑driven environment.

Skills

Workforce Planning

Business Analysis

Stakeholder management

Analytical skills

Reporting skills

Education

BA/BSc or equivalent

Project management qualification

Tools

Power BI

Tableau

Excel

Job description

Ryanair in Dublin is seeking an ambitious business analyst to join the busiest customer service team. You will develop business cases, build functional specs for BI labs, and help automate processes to improve efficiency.

You will create process maps, deliver predictive models on self-service and escalations, and produce executive dashboards using Power BI/Tableau. Strong stakeholder management and data-driven decision making are essential in this fast-paced ecommerce environment.