Workforce Planning Analyst

Ten Lifestyle Group

. Gather historical data, analyze and clean data, forecast work volumes, calculate headcounts, create schedules, and analyze statistics and SLAs across the six workforce-management phases.

Posted 10/8/2026full-timeBogotá • ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, data analysis, and reporting, with a strong focus on optimizing scheduling and resource planning. Proficient in using Microsoft Excel for data-driven decision-making and effective communication of complex ideas.

Highest-signal resume keywords

Workforce ManagementData AnalysisMicrosoft Excel ProficiencyReporting and ForecastingSchedule Adherence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data CleaningForecastingStatistical AnalysisSLA AnalysisRoot-Cause AnalysisResource PlanningSchedulingReportingOperational Trends MonitoringEfficiency Recommendations

Soft Skills

Effective CommunicationInnovative ThinkingCollaborationAccountabilityDeadline Management

Tools & Technologies

Genesys

Industry Keywords

Workforce PlanningOperational EfficiencyService DeliveryRota ManagementPublic Holiday Coverage

About the role

Key responsibilities & impact

Gather historical data, analyze and clean data, forecast work volumes, calculate headcounts, create schedules, and analyze statistics and SLAs across the six workforce-management phases.
Provide standardized daily, weekly, monthly, quarterly, and ad-hoc reporting to the operations team.
Manage local-region rotas, maintain Genesys, and ensure schedule adherence.
Administer and sign off Annual Leave, Lieu Time, and planned off-floor activities.
Refresh quarterly schedules according to business needs and present them to the wider group.
Organize coverage for public holidays, regional time changes, and one-off events.
Arrange appropriate cover or overtime when last-minute absences affect coverage.
Analyze staffing levels and efficiency and provide recommendations.
Approve and manage regional overtime and lieu time, including monthly analysis and reporting.
Work with IT to configure Genesys according to operational needs.
Manage skill-set changes resulting from training or service-team changes.
Produce regional pulse, inbound-task, schedule-adherence, unavailability, and timekeeping reports.
Investigate SLA failures and produce root-cause analyses with recommendations and remedial actions.
Monitor queues, skills, and workforce performance/adherence in real time.
Review, report, and investigate task exceptions to prevent telephony-system manipulation.
Improve Ten’s resource-planning systems and methodology.
Support or lead upgrades and new software implementations for global resource planning.
Monitor medium- and long-term operational trends, risks, and opportunities and propose mitigations.
Identify cross-regional support opportunities and recommend efficiency and cost savings.
Provide ad-hoc data analysis and reporting for Workforce Planning Senior Leadership and Operations.

Requirements

What you’ll need

A confident presenter in both written and verbal communications, able to articulate complex projects and ideas into simple, concise language.
An innovative thinker who strives to improve service delivery and identifies best practices and new workforce-planning techniques.
A One Team Mindset and ability to collaborate with teammates contributing to workforce planning and rota activities.
Accountability, pride in work, ability to hit deadlines, and ability to set clear expectations.
High fluency in using data for quick, effective analysis and reporting.
Microsoft Excel proficiency.

Benefits

Comp & perks

Competitive compensation aligned with the level of excellence expected in the role.
Hybrid working model (2 office days per week), promoting a better work-life balance.
Paid sabbatical leave: one month every five years of service, without impacting annual vacation entitlement.
Working Holidays: the opportunity to travel and work from anywhere in the world, gaining new experiences while staying connected.
Employee discounts, providing access to outstanding travel and entertainment benefits, just like our members.
A dynamic, global, and inclusive environment where diversity is one of our core values.
Genuine career growth opportunities within an international company that is continuously evolving.
Regular performance reviews.
Annual Extra Mile Awards recognizing exceptional contributions.
Professional growth and development support.
Commitment to Diversity.