Workforce Analyst

Ten Group; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A global service company in Cape Town seeks a Junior Workforce Planner to support their 24/7 operation. This hands-on role involves scheduling, monitoring performance, and ensuring operational adherence. Candidates should have at least 2 years in Workforce Planning with strong Excel skills. The position offers hybrid work arrangements and a competitive salary, along with benefits like paid sabbaticals and employee discounts.

Benefits

Competitive salary

Hybrid work possibilities

Paid time off and sabbaticals

Employee discounts

Wellness services

Qualifications

• Minimum 2 years in Workforce Planning or scheduling roles.
• Strong knowledge of rota creation and SLA management.
• Confident in using Excel for tracking workforce data.

Responsibilities

• Build and maintain accurate rotas and forecasts.
• Manage leave and public holiday coverage.
• Monitor real-time performance and produce reports.

Skills

Workforce Planning

Data Analysis

Excel

Communication

Real-time Monitoring

Tools

Genesys

Snowflake

Job description

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, Swisscard and Royal Bank of Canada. 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!

Become a Part of Our Team as a Junior Workforce Planner

About the Role

We're seeking a Workforce Analyst (Junior) to support the day-to-day performance of our global 24/7 operation. The role focuses primarily on short-term planning, real-time monitoring, rota building, and ensuring schedule adherence to maintain optimal service coverage across regions and languages. You’ll own the delivery of accurate scheduling and forecasting activities while also playing a light triage role for basic data and reporting queries. Working closely with a senior analyst, you'll help ensure our dashboards are reliable and escalations are kept to a minimum. This is a hands-on role ideal for someone who enjoys structured problem-solving, thrives in operational environments, and is eager to contribute to continuous improvement.

Key Responsibilities

Workforce Planning

• Build and maintain accurate rotas and forecasts based on demand, capacity, and SLAs
• Manage leave, public holiday coverage, and planned off-floor activity across multiple time zones
• Monitor real-time performance: adherence, shrinkage, schedule alignment, and live queues
• Maintain and refresh scheduling inputs quarterly; ensure team compliance via Genesys
• Produce daily, weekly, and monthly reports for operations and planning teams
• Track overtime and lieu time usage, approve where necessary, and highlight cost-saving opportunities
• Support WFP leadership in preparing for growth, new client onboarding, or one-off global events
• Ensure scheduling systems (Genesys) reflect skill changes and service updates Triage & Data Support
• Act as the first point of review for inbound analytics tickets; escalate only complex issues
• Collaborate weekly with a nominated senior analyst to stay aligned on workforce dashboards
• Support dashboard health and task reporting using Snowflake and Genesys A3S
• Identify and suggest improvements to manual reporting or scheduling processes, especially those still reliant on Excel

Essential Skills & Experience

• Minimum 2 years in Workforce Planning, RTA, or scheduling roles within a contact centre
• Strong working knowledge of rota creation, SLA management, and real-time adherence monitoring Confident using Excel to track and report workforce data
• Comfortable working across functions to ensure schedule accuracy and operational alignment
• Clear communicator with strong attention to detail
• Willingness to learn tools such as Genesys and Snowflake

Desirable Skills & Growth

• Potential Interest or exposure to Python or workflow automation tools
• Experience with Genesys or similar WFM systems
• Curiosity to evolve workforce planning through improved tooling and insights

Training & Development

• Mentorship from senior planners and data analysts
• Access to upskilling in workforce tools, Python, and dashboard automation
• Participation in cross-functional learning sessions led by senior team members

Guidelines for Hybrid/Home Office: Cape Town

• Please note that 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 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

Benefits & Rewards

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.

Commitment to Diversity

At TEN, we embrace a rich tapestry of philosophies, cultures, and experiences. We value diversity and are wholeheartedly committed to fostering an inclusive workplace for all our team members. This belief is the driving force that brings our teams together. Every aspect of our employment practices, including hiring, promotions, disciplinary actions, and terminations, will be governed by merit, competence, performance, and the needs of our business.

“TEN collaborates with a select list of preferred recruitment agencies. Please be aware that we are not accepting new recruitment agencies at this time. TEN Group will not be liable for any fees associated with unsolicited resumes.”

Become a part of TEN Group – submit your application before the 10th September 2025.

Please note: We may close this job listing earlier than scheduled if we receive a considerable number of qualified applications, so we encourage you to apply promptly.