Workforce Assistant

hace 3 días

Ciudad de México CDMX Ten Group A tiempo completo

Ten Lifestyle Group is a leading, technology-enabled lifestyle and travel platform, providing trusted concierge services to its members 24 hours a day, 365 days a year.

Our goal is simple: to become the most trusted service business in the world. We are the global market leader for travel and lifestyle management services, providing services from a strong global office network with over one thousand employees.

We use our expertise, technology and scale to get our members direct access to the best travel, entertainment, dining and luxury retail services.

Ten is growing quickly and has ambitious plans to innovate, keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

**About the role**:
We are looking for a Workforce Assistant, to 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. Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to distribute our demand in the best way to deliver the member request in the best 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.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Provide standardized daily and weekly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of volumes and resourcing in your region
- Analyse SLA’s and Response Time to ensure we have effectively scheduled
- Ensure high visibility of the jobs volumes approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet demand.
- Meet or beat targeted performance SLA’s through effective allocation of demand.
- Ensure that if last minute absence affects coverage, appropriate overtime is arranged
- Provide a real time control about the demand (jobs and inbound volume), unavailability and SLA’s, ensure that all stakeholders know about the real operation health.
- Provide a strong control of overtime
- Manage shift swaps and days off request.
- Keep the schedules updated with vacation requests and absenteeism.
- Support the team to take over the public holiday coverage.
- Ensure that daily reporting on schedule adherence, unavailability and timekeeping
- Review and report on ‘Task Exceptions’ to ensure there is no manipulation of the telephony system
- Provide the allocation of jobs when required with the objective to met Response Time and achieve the regional efficiency.

**Requirements**:
- English Level B2
- At least 1+ years of experience in real-time management or workforce planning, preferably in a customer service environment.
- Familiarity with workforce management software (e.g. Genesys).
- Familiarity with workforce management systems for forecasting, scheduling, and real-time monitoring.
- Basic to good knowledge of Microsoft Excel, with some experience in data analysis and creating reports.
- Basic understanding of SQL, Tableau, or other data manipulation tools (optional but advantageous).
- Ability to monitor and analyse real-time performance data and KPIs (e.g., service level, adherence, average handle time).
- Experience in identifying trends, developing insights, and implementing solutions to optimise performance.
- Proactive approach to resolve scheduling conflicts or agent adherence issues.
- Strong communication skills to relay actionable insights and recommendations to stakeholders.
- A collaborative mindset with the ability to work across departments (operations, HR, IT).

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