Workforce Planning & Business 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

Job Overview

Ryanair, Europe’s largest airline, is looking for an ambitious, driven, and hardworking business analyst to join the busiest customer service team. At Ryanair, we focus on growth with ambitious plans over the next few years.

Objectives of this Role

• Work with the team to develop business cases and functional requirement specifications for labs BI development, helping to automate basic processes.
• Develop a series of process maps linked to outcomes and work with the various 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 all customer insights to drive initiatives required to process improvement.
• Produce insight reports using inferential statistics and turn them into dashboards providing executive level information to Z level stakeholders.
• Work with the various outsource partners to develop a plan to reduce contacts, reduce repeats, automate some contact types and drive‑up contact deflection rates.
• Work with the WFM manager and other teams to develop several reports that provide insight into customer behaviour and help to support the development of the future forecast and head count plan.
• Analyse historical data and current call and chat volumes to accurately forecast staffing requirements and schedule adherence.
• Monitor real‑time performance metrics, making timely adjustments to staffing levels and schedules to ensure operational efficiency and meet service level targets.
• Collaborate proactively with operations leadership to develop robust staffing plans aligned with strategic business objectives.
• Ability to organise and prioritise projects in a fast‑paced and deadline‑oriented business environment.

Requirements

• 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 Microsoft Office skills, particularly in Excel for data analysis and experience in building reports from scratch on reporting tools such as Power BI, Tableau.
• Exceptional analytical skills with the ability to interpret complex datasets and large volumes of data.
• Strong analytical skills and ability to interpret data to drive decision‑making.
• Excellent organisational and time‑management abilities.
• Self‑starter and resilient individual who excels in a fast‑paced environment.
• Experience of working in an agile, fast‑paced consumer‑centric ecommerce environment.
• Familiar with Customer Support is an advantage.
• Very strong stakeholder management skills, a strong communicator both verbal and written.
• Strong process focus and attention to detail, good at reporting and ability to react/adapt to the changing business needs.

Benefits

• Competitive salary.
• Discounted and unlimited travel to over 250 destinations.
• Defined Contribution Pension Scheme.
• Death in Service Benefit – Up to 2 times of annual basic salary.
• 20 days annual leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year.
• Cycle 2 Work Scheme.
• Unrivalled career progression.