Junior Workforce Analyst

Ten Lifestyle Group

Workforce Analyst supporting global 24/7 operations for Ten's service clients. Responsible for scheduling, forecasting, and performance monitoring in a hybrid work environment.

Posted 5/11/2026full-timeCape Town • 🇿🇦 South AfricaJuniorWebsite

Tech Stack

Tools & technologies

Python

About the role

Key responsibilities & impact

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
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

What you’ll need

Minimum 2-3 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
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

Benefits

Comp & perks

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 (EHW) services which are confidential and free for all employees to use.
Safe & secure offices in the Foreshore with complimentary off-street parking.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

rota creationSLA managementreal-time adherence monitoringworkforce data trackingworkflow automationreportingdata analysisscheduling processescost-saving analysisperformance monitoring

Soft Skills

clear communicationattention to detailcollaborationproblem-solvingadaptabilitycuriosityorganizational skillsleadership supportinterpersonal skillswillingness to learn