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!

About the Role

We're seeking a

Junior Workforce Planner

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

Requirements

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 :

Located in Cape Town, South Africa Please note 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 remotely / 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. To check your internet speed please click here, follow the instructions and once you have your results, please take a screenshot and upload this on your application form.

Benefits

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.

Hybrid working

. You can combine working from home and working from the office.

Paid time away from work

. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.

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 which includes a bonus and gift to say thank you for being part of Ten.

Remote Working Holidays

- possibilities to Travel and Work anywhere in the world!

Employee Discounts.

Access to lots of great travel and entertainment discounts as our clients' members would! Be part of our global, dynamic, and

inclusive Team

, with diversity at its core. Genuine

career opportunities

within a dynamic and international company.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.