Ryanair, Europe’s largest airline, is seeking an ambitious, driven, and hardworking Workforce Planning & Business Analyst to join Europe’s busiest customer service team in Swords, Ireland. The ideal candidate will adapt quickly to change and be passionate about workforce management, data insights and reporting, systems, and operations. Responsibilities include developing business cases and functional requirements for BI development to automate basic processes; creating process maps linked to outcomes and partnering to automate manual tasks; collaborating with the wider CS teams to deliver a predictive model for self-service and forecasted escalations using customer insights to drive process improvements; producing insight reports using inferential statistics and turning them into executive dashboards; working with outsource partners to reduce contacts, minimize repeats, automate contact types, and increase contact deflection; partnering with the WFM manager and other teams to generate reports on customer behaviour to support future forecast and headcount planning; analyzing historical data and current call and chat volumes to forecast staffing needs and schedule adherence; monitoring real-time performance metrics and adjusting staffing to meet service levels; collaborating with operations leadership to develop robust staffing plans aligned with strategic objectives; and managing multiple projects in a fast-paced environment. Qualifications include a BA or BSc or equivalent, project management qualification or equivalent; experience in Workforce Planning and Business Analysi

Ryanair, Europe’s largest airline, is seeking an ambitious, driven, and hardworking Workforce Planning & Business Analyst to join Europe’s busiest customer service team in Swords, Ireland. The ideal candidate will adapt quickly to change and be passionate about workforce management, data insights and reporting, systems, and operations. Responsibilities include developing business cases and functional requirements for BI development to automate basic processes; creating process maps linked to outcomes and partnering to automate manual tasks; collaborating with the wider CS teams to deliver a predictive model for self-service and forecasted escalations using customer insights to drive process improvements; producing insight reports using inferential statistics and turning them into executive dashboards; working with outsource partners to reduce contacts, minimize repeats, automate contact types, and increase contact deflection; partnering with the WFM manager and other teams to generate reports on customer behaviour to support future forecast and headcount planning; analyzing historical data and current call and chat volumes to forecast staffing needs and schedule adherence; monitoring real-time performance metrics and adjusting staffing to meet service levels; collaborating with operations leadership to develop robust staffing plans aligned with strategic objectives; and managing multiple projects in a fast-paced environment. Qualifications include a BA or BSc or equivalent, project management qualification or equivalent; experience in Workforce Planning and Business Analysi