Workforce Planning Expert

hace 2 semanas


Xico, México Ten Group A tiempo completo

At Ten Group, we're seeking a highly skilled Workforce Planning Expert to join our global team. This role is perfect for someone who's passionate about ensuring the reliability and consistency of our 24-7 service through effective staffing and planning.

This position involves using data, scheduling, and forecasting tools to determine ongoing staffing requirements, achieving core service level agreements, and delivering best-in-class service cost-effectively.

You'll support longer-term forecasting to handle expected business growth and one-off events, right-sizing teams to be in step with business changes. Key duties include providing resource planning, daily and hourly reports, and analytical support to the operations team.

  • Provide resource planning daily and hourly to ensure seamless operations.
  • Deliver standardized daily, weekly, and monthly reporting and ad-hoc analytical support to inform business decisions.
  • Analyze statistics and SLAs to optimize scheduling and ensure effective workforce utilization.
  • Manage changes to skill sets as training programs are implemented to enhance team capabilities.
  • Ensure compliance with local laws by providing break schedules.
  • Contribute to training and roster sizing to protect service level agreements.
  • Investigate SLA failures and provide root cause analysis and remedial actions to prevent future occurrences.
  • Maintain and update rota rules ahead of each quarter to minimize disruptions.
  • Report on regional requirements and investigate SLA failures to identify areas for improvement.

We're looking for someone with strong knowledge of workforce planning and optimization, preferably with experience using industry-leading Workforce Management platforms. A high degree of fluency in using data for analysis and forecasting, including Microsoft Excel, is also essential.

A minimum requirement is completion of graduation, and fluency in English is required. If you're passionate about creating an inclusive work environment, we encourage you to apply.



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