Workforce Planning & Business Analyst

Ryanair Ltd.; Dublin; On-site; EUR 50,000 - 85,000; Full time

Benefits offered by this job

Discounted and unlimited travel to 250

Defined Contribution Pension Scheme

Death in Service Benefit – up to 2x of

20 Days Annual Leave – up to 25 days

Unpaid leave options

Job summary

Ryanair Ltd. is seeking an ambitious Business Analyst to join Europe’s busiest customer service team in Dublin.

You will focus on workforce management, data insights, and reporting, driving automation and optimization across operations. Key responsibilities include developing BI solutions, forecasting staffing needs, building dashboards in Power BI and Tableau, and collaborating with partners to improve service levels and reduce contacts.

Qualifications

• BA or BSc or equivalent qualification.
• Project management qualification or equivalent standard.
• Some experience of Workforce Planning and Business Analysis.
• At least a year 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 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 changing business needs.

Responsibilities

• Develop business cases and functional requirements specifications for labs BI development.
• Create process maps linked to outcomes and work with partners to automate tasks.
• Deliver a predictive model on self-service and forecasted escalations using customer insights.
• Produce insight reports and dashboards for executive level stakeholders.
• Collaborate with outsource partners to reduce contacts and improve deflection rates.
• Develop reports with WFM to support future forecast and headcount planning.
• Analyse historical data and current volumes to forecast staffing requirements.
• Monitor real-time performance metrics and adjust staffing to meet SLAs.
• Work with operations leadership to develop robust staffing plans aligned to business objectives.
• Organise and prioritise projects in a fast-paced environment.

Skills

Analytical thinking

Stakeholder management

Communication skills

Organisational skills

Time management

Education

BA or BSc or equivalent qualification

Project management qualification

Tools

Excel

Power BI

Tableau

Job description

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

The right person for this role will have to be able to adapt quickly to a changing environment and be passionate about Workforce management, data insights and reporting, systems, and operations.

Objectives of this Role

• Work with the team to develop business cases and functional requirements 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 the 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 or BSc or equivalent qualification,
• Project management qualification or some equivalent standard.
• Some experience of Workforce Planning and Business Analysis
• At least a year 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.
• 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