Ryanair is seeking a Workforce Planning & Business Analyst to join Europe’s busiest customer service team in Swords, Leinster, Ireland. This on-site role focuses on workforce management, data insights and reporting, systems, and operations, and involves developing business cases and functional specifications for BI development, mapping processes, and automating manual tasks. You will collaborate with the wider customer service teams to deliver predictive models for self-service and forecasted escalations, produce insight reports and dashboards for executive stakeholders, and work with outsourcing partners to reduce contacts and improve contact deflection rates. You will also support the development of future headcount forecasts by analyzing historical data and current call and chat volumes, monitor real-time performance, and adjust staffing to meet service level targets. The position requires partnering with operations leadership to align staffing plans with strategic objectives, along with strong project management, analytical, and stakeholder management skills. Qualifications include a BA or BSc (or equivalent), project management qualification, experience in Workforce Planning and Business Analysis, data insights and reporting experience, advanced Excel skills, and experience with reporting tools such as Power BI or Tableau. Experience in agile, fast-paced consumer ecommerce environments is valued, and familiarity with Customer Support is a plus.

Ryanair is seeking a Workforce Planning & Business Analyst to join Europe’s busiest customer service team in Swords, Leinster, Ireland. This on-site role focuses on workforce management, data insights and reporting, systems, and operations, and involves developing business cases and functional specifications for BI development, mapping processes, and automating manual tasks. You will collaborate with the wider customer service teams to deliver predictive models for self-service and forecasted escalations, produce insight reports and dashboards for executive stakeholders, and work with outsourcing partners to reduce contacts and improve contact deflection rates. You will also support the development of future headcount forecasts by analyzing historical data and current call and chat volumes, monitor real-time performance, and adjust staffing to meet service level targets. The position requires partnering with operations leadership to align staffing plans with strategic objectives, along with strong project management, analytical, and stakeholder management skills. Qualifications include a BA or BSc (or equivalent), project management qualification, experience in Workforce Planning and Business Analysis, data insights and reporting experience, advanced Excel skills, and experience with reporting tools such as Power BI or Tableau. Experience in agile, fast-paced consumer ecommerce environments is valued, and familiarity with Customer Support is a plus.