Description

Ryanair are currently recruiting for a Real Time Analyst to join Europe’s Largest Airline Group! This an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests within the next 10 years. As Ryanair continues to grow and innovate, delivering exceptional customer service remains a cornerstone of our success.

We are seeking a detail-oriented RTA to optimise staffing, scheduling, and forecasting, ensuring the efficient operation of our customer service contact centre. In this analytical and strategic role, you'll partner closely with operations leaders, turning data-driven insights into actionable workforce strategies to consistently meet and exceed service levels.

Your responsibilities as a Real Time Analyst will include:

• Analyse historical data and current call 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.
• Maintain, update, and ensure accuracy within workforce management systems, reflecting current staffing schedules and employee availability.
• Generate insightful reports and conduct thorough data analysis to identify trends, inform decisions, and suggest process improvements.

Requirements

• Proven experience in workforce management within a busy contact centre or customer service environment. 
• Strong proficiency with workforce management tools and software (e.g., scheduling, forecasting, capacity planning).
• Advanced Microsoft Office skills, particularly in Excel for 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.
• Ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment.
• 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. 
• High computer literacy. 
• Able to provide police clearance and verifiable references.
• Flexibility to adjust working hours through the week as per operational requirements.
• You must have the right to live and work in Poland.

Benefits

• A vibrant, collaborative workplace in a fast-growing centre of excellence.
• Competitive salary and benefits package.
• Staff travel benefits across the entire Ryanair network.
• Huge potential for career progression within Europe’s biggest airline.
• Training in modern tools and AI-enhanced support systems.

Competencies