WORKFORCE PLANNING ANALYST (REMOTE) (9 MONTH CONTRACT)
About Us
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.
Our Values
Driven by Service
A Passion for Travel
Commitment to Our Customers & Our People
Commitment to Social Responsibility & Sustainability
Position Summary
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.
What You’ll Do
Real-Time Monitoring
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.
Workforce Optimization
Recommend resource adjustments to meet intraday demand.
Partner with Workforce Planning on schedule updates.
Review scheduling patterns to ensure alignment with business needs.
Data Analysis & Reporting
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.
Collaboration & Communication
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.
Continuous Improvement
Stay current on WFM best practices and tools.
Improve forecasting accuracy and planning processes.
Conduct “What-If” scenario planning for volume fluctuations.
Problem Solving & Critical Thinking
Resolve daily inquiries related to staffing, scheduling, and performance.
Provide guidance to Team Leaders and Managers.
Cross-Regional Collaboration
Work with global workforce peers to ensure consistency in processes.
Participate in global projects and follow-the-skill initiatives.
What Success Looks Like
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
Key Traits
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.
Your Experience & Expertise
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.
