CS Operations – Workforce Management & Business Analyst

CS Operations – Workforce Management & Business Analyst

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Ryanair, Europe’s largest airline, is looking for an ambitious, driven, and hardworking business analyst to join Europe’s busiest customer service team. At Ryanair, we are focused on growth with ambitions plans over the next number of years. As part of this growth story, we need to ensure that our business processes are right sized and fit for purpose, we need to deliver a number of operations optimisation initiatives that drive down contacts and improve systems and processes.

To ensure we have the right skills on the team we are seeking to on board a business analyst who will hit the ground running and add value from the very first day. This person will report into the WFM Planning Manager and will help deliver the customer insights and business process bottle necks that prevent us from delivering an efficient transparent service every day.

Additionally, in this strategic role, the successful candidate will partner closely with operations leaders, turning data- driven insights into actionable workforce strategies for future planning and analysis.

The right person for this role will have to be able to adapt quickly to a changing environment and be passionate about Workforce management, data insights and reporting, systems, and operations.

Objectives of this Role

Work with the team to develop business cases and functional requirements specifications for labs BI development, helping to automate basic processes.

Develop a series of process maps linked to outcomes and work with the various partners to automate tasks that are currently manual.

Work with wider CS teams to deliver a predictive model on self-service and forecasted escalations, using all customer insights to drive the initiatives required to process improvement.

Produce insight reports using inferential statistics and turn them into dashboards providing executive level information to Z level stakeholders.

Work with the various outsource partners to develop a plan to reduce contacts, reduce repeats, automate some contact types and drive-up contact deflection rates.

Analyse historical data and current call and chat volumes to accurately forecast staffing requirements and schedule adherence.

Monitor real-time performance metrics, making timely adjustments to staffing levels and schedules to ensure operational efficiency and meet service level targets. Collaborate proactively with operations leadership to develop robust staffing plans aligned with strategic business objectives.

Ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment.

Daily, weekly and Monthly Responsibilities

Weekly reporting and insights – business analysis on broken processes and gaps

Generate insightful reports and conduct thorough data analysis to identify trends, inform decisions, and suggest process improvements. xcskxlj

Weekly interaction with Labs and BI on IT tickets status, updates on business cases and functional requirements specification.

Qualifications and Experience

BA or BSc or equivalent qualification

Project management qualification or some equivalent standard

Some experience of Workforce Planning and Business Analysis

At least a year experience in Data Insights & Reporting preferred

Advanced Microsoft Office skills, particularly in Excel data analysis and reporting tools such as Power BI, Tableau

Exceptional analytical skills with the ability to interpret complex datasets and large volumes of data

Strong analytical skills and ability to interpret data to drive decision-making

Excellent organisational and time management abilities

Self-starter and resilient individual who excels in a fast-paced environment

Experience of working in an agile, fast-paced consumer centric ecommerce environment

Familiar with Customer Support is an advantage

Very strong stakeholder management skills, a strong communicator both verbal and written

Strong process focus and attention to detail, good at reporting and ability to react / adapt to the changing business needs

Permanent contract

Hybrid model of work, possibility to work from home 2 days a week

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