Workforce & Operations Manager at Ten Group

Description

Overview

Ten exists to become the world’s most trusted service provider.  As Workforce & Operations Manager, you will 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, medium, and long-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 determine our ongoing staffing requirements. 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.  

In addition, you will be part of longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events.  Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity.  You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes. 

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

Essential Duties And Responsibilities

Resource Planning:

• Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stat and SLA’s to ensure we have effectively scheduled

• Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region

• Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts  

• Update the regional resource tool on a monthly basis, and communicate any recommended vacancies to relevant Service Directors and Heads of Department  

• Take overall responsibility for rota and WFM in your local region in order to maintain accuracy. This includes checking within Humanity and ensuring teams are adhering to rota rules

• To maintain and refresh rota rules in advance of each quarter in accordance with business needs and to present these to the wider group as well as supporting them through implementation

• To meet or beat targeted performance SLA’s through effective WFM

• Organise coverage for public holidays, regional time changes and one off events

• Ensure that if last minute absence affects coverage, appropriate overtime is arranged 

• Provide analysis and recommendations to improve staffing levels and efficiency

Unified Communications Systems:

• Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs

• Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams 

• Report within your regions requirements whether that’s daily pulse, weekly inbound task reports to

• Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers 

• 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

You will also work as part of a Global Team on the following:

Business Improvements

• Work to innovate and improve Ten’s resource planning system and methodology, utilising prior experience and seeking out efficiency improvements that lead to better business performance 

• Develop and manage an effective forecasting methodology that ensures all regional contracts in all languages are sufficiently staffed so that both service quality and efficiency are achieved

• Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning 

• Ensure ongoing operational performance, monitoring mid to long term trends, highlighting opportunities, risks and proposing mitigation options

• Understanding each others workforces in order to spot opportunities where you can provide cross-regional support enabling you to make efficiency and cost saving recommendations

Growth and Resilience

• Develop a standard methodology for understanding the staffing needs associated with launching a new account and embed, so that senior stakeholders in Client Services, Ops and Business Development are familiar with the tool(s)

• Work closely with Ops and Client Services to understand requirements of new business in terms of staffing and SLA adherence and make useful recommendations on staffing requirements to help inform negotiations and pricing discussions

Requirements

Skills And Core Competencies:

Required

• Candidate will need to be based in Cape Town

• Strong experience with Genesys and/or other WFM and unified comms platforms

• Strong, sound knowledge of workforce planning and optimisation with a preference for experience using at least one industry-leading Workforce Management platform 

• A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language. 

• An innovative thinker; always strives to improve and better service delivery, including searching out the market and identify the best practices and new techniques to enhance and accelerate our resource planning capabilities

• To collaborate with other WOM’s & Lead Planners that contribute to resource planning and rota activities ensuring that they support the timely delivery of schedules and initiate all required changes day to day to support strong SLAs and business performance

• High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel

Behavioral Expectations

You will engender pride in working for Ten, and make a point of celebrating the success of your team and of others around you.

As a manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy and Pioneering.  This means approaching your work every day with a positive, solution-oriented and supportive attitude, and setting high standards for yourself.  You will be self-aware and visibly committed to continuous self-improvement.

You will exercise good judgment when faced with difficult decisions, and take personal responsibility for problems being resolved.  This may include collaborating with stakeholders both in North America, and in other regions.

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.

All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Preference will be given to candidates in alignment with the employment equity plan of the organization

Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.