Workforce Planning Analyst

At The Travel Corporation (TTC), our purpose is simple: to create enriching travel experiences through exceptional service, quality, and value. With more than 100 years of global expertise and 40 award-winning brands, we bring immersive, innovative, and responsible travel to life across 70 countries.

Driven by service, fueled by passion, united by people and purpose — join us and help create life-changing moments for our guests.

• Driven by Service

• A Passion for Travel

• Commitment to Our Customers & Our People

• Commitment to Social Responsibility & Sustainability

As a Workforce Planning Analyst (Real-Time Analyst), you will monitor live contact centre performance, analyze workforce data, and make rapid operational decisions to ensure the right staffing is in place at the right time.

You'll partner closely with Workforce Planning and Contact Centre Leadership to optimize schedules, enhance agent productivity, and maintain strong service levels across channels.

This is a great role for someone who enjoys data, problem-solving, and fast-moving environments.

• Track real-time metrics: call volume, service levels, agent availability.

• Identify trends, performance gaps, and deviations from forecast.

• Recommend and implement intraday staffing adjustments.

• Proactively identify issues that may impact service delivery.

• Keep accurate records of intraday actions for planning and analysis.

• Support development of dashboards and tools to visualize performance.

• Recommend resource adjustments to meet intraday demand.

• Partner with Workforce Planning on schedule updates.

• Review scheduling patterns to ensure alignment with business needs.

• Analyze workforce metrics including recruitment, turnover, and performance.

• Prepare and present reports to leaders and stakeholders.

• Maintain dashboards and visual tools to monitor trends and KPIs.

• Respond rapidly to operational disruptions.

• Communicate insights and recommendations clearly to leadership.

• Participate in alignment sessions and cross-functional discussions.

• Support onboarding of new Real-Time Analysts as needed.

• Stay current on WFM best practices and tools.

• Improve forecasting accuracy and planning processes.

• Conduct "What-If" scenario planning for volume fluctuations.

• Resolve daily inquiries related to staffing, scheduling, and performance.

• Provide guidance to Team Leaders and Managers.

• Work with global workforce peers to ensure consistency in processes.

• Participate in global projects and follow-the-skill initiatives.

• Strong analytical and problem-solving skills

• Accuracy and attention to detail

• Ability to thrive in real-time, data-driven environments

• Clear and confident communication

• Proactive, growth-oriented mindset

• Ability to work independently and collaboratively

• Adaptability — You adjust quickly and handle change with ease.

• Attention to Detail — You deliver high-quality, accurate work.

• Collaborative — You build strong relationships and work well cross-functionally.

• Minimum HSC or equivalent

• Tertiary qualifications in Business, Analytics, Operations, or related fields (preferred)

• Prior experience as a WFM Analyst or Senior Analyst (contact centre or similar)

• Familiarity with scheduling and real-time WFM tools

• Advanced Excel skills

• Experience in high-paced, multi-site or omni-channel environments (an advantage)

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.