Description Travel Guard is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers. So, what’s the job? You’ll work alongside our Operations and Customer Service Teams preparing reports on comparative data VS Forecasts. You’ll identify gaps, current and future staffing needs and while looking for opportunities for improvement and recommending solutions. You’ll have a strategic approach to workforce planning and align it to our business needs by identifying and addressing resourcing and scheduling issues. You’ll manage staff scheduling and work volume balancing, making adjustments and recommendations where necessary. You’ll optimise performance within our call centre through improved workforce planning by analysing work patterns including seasonal & temporary resource planning. And what are we looking for? You’ll have previous experience in Resource Planning (ideally within a Call Centre or Shared Service Centre). You’ll be confident in using analytical and BI tools such as PowerBI & Genesys WFM (desirable). You’ll have solid proven experience in working with large data sets and reporting. You’ll have an analytical mindset with strong organisational skills and be able to meet deadlines. You’ll have previous experience in planning for multilingual teams. So, why choose us? We value optimism, caring, togetherness, reliability and determination. We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey. Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home. Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business! Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme. Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are. We also offer some fantastic benefits including: Health insurance Life insurance Income protection Company subsidised pension 25 days annual leave Short term incentive plan Employee reward and recognition scheme Flexible working opportunities Competitive family and parental leave programme Employee assistance program Volunteering leave Online learning and training opportunities Professional membership Work anniversary leave Apply today and let’s go great places together! LI-Hybrid