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Workforce Planner Business Operations Analyst

Job Ref:

Job Title:
Workforce Planner Business Operations Analyst

Dundrum - Dublin 16

Closing date:

Vacancy Description

RSA and

Founded in 1710, we are a 300-year-old organisation that is empowering people to put the right things in place to prepare them for their future so that they can live a more fulfilled life free from worry and anxiety.

Built on resilience, expertise, and human empathy, we provide insurance that makes people’s lives easier. We learn from our experiences and build on our strengths every day to deliver the best products and services in the market. We are always searching for the best protection for our customers with our extensive range of Commercial and Personal Lines products driven by our network of Insurance brokers, scale partners and via our brand.

With a global footprint, we have leading positions in Scandinavia, Canada, the UK, Ireland, and Middle East. In Ireland, we have offices in Belfast, Galway, and Dublin, where we empower our people work flexibly to suit their needs and those of our customers. We know that if we plan for tomorrow, we can truly make a positive impact on people’s lives today.

Looking to the future

In order to be there for our customers during their greatest challenges we are looking for like-minded individuals who will embrace our strategy:

Our Vision — our ambition:

Prepared to make the difference

Our Mission — how we will live our vision:

Harnessing human expertise with agile technology

Our Purpose — why we go to work every day:

To empower people

Our Values — our DNA:

Love simplicity, Better every day, Do the right thing, Boundless ambition

We’re looking for people that are open, engaged, curious and striving to make a real difference – not only in their own lives – but in the lives of those around them.


Culture and Community

Culture and community is a key priority within our organisation. We strive to create a diverse and vibrant workforce where everyone feels valued and everyone’s voice is heard.

In RSA and career progression is nurtured and performance is recognised. We help people move forward in life that’s why we put steps in place to encourage our colleagues to learn, adapt and grow.

We cultivate an open and transparent culture where people can be their true selves. RSA and support a stimulated workforce where individuals feel more fulfilled in their role and more comfortable in who they are as a person. Most importantly, we care about our environment and the communities around us.

We support programmes and events that give back and enhance the lives of the vulnerable and those in need. We have a dedicated Corporate Responsibility programme that facilitates new ways of thinking to help reduce our carbon footprint, protect our planet for future generations and give back to our communities.


Workforce Planner Business Analyst

The Workforce Planner/Operations Business Analyst plays a key role in supporting the Customer Operations teams across 123 and RSA Ireland to deliver exceptional service to our customers.

Accountable for day-to-day resourcing and scheduling of the Operations Team, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels.

With a focus on efficiency, resource optimization and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards. This role is crucial in supporting our high performing teams – the role focuses on continuous improvement and ensures customer experience is consistent with SLAs.


Key Responsibilities:

  • Ensure the Customer Operations teams are adequately resourced to achieve targets and service levels through planning, rostering and real time management of resources.
  • Strive to achieve industry leading contact center and customer operational performance and support the consistent achievement of individual and team key performance indicators through effective workforce planning and resource scheduling.
  • Identify and handle issues and gaps in resourcing, incorporating business as usual and strategic initiatives in planning and resourcing and for supporting ongoing operational efficiencies and improvements.
  • Ensure work schedules are optimized and cover all communication channels and other administrative functions.
  • Advise and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.
  • Initiate and drive continuous improvement of rostering process through data analyses and reporting to Customer Operations Leadership Team.
  • Seek ways to enhance operational efficiencies through effective workforce planning.
  • Review and handle all customer contact across all channels to identify issues, gaps and highlight impact and solutions to resolve.
  • Establish key relationships and work closely with the leadership team, understand key activities across other areas of the business and how they translate into potential contact volumes or other operational impacts
  • Develop targeted analysis of current service provisions and performance to develop suggestions for process improvement. Prepare reports and recommend solutions for implementation to Operations Leadership Team.
  • Provide a high level of advice and support on all workforce planning matters.
  • Maintain good knowledge of industry workforce planning contact centre developments including global best practice, new process/system developments, staff engagement and new products and software.
  • Develop and maintain professional relationships with peers and stakeholders across the business to support inter-departmental teamwork.
  • Independently priorities work to support consistent achievement of individual and team KPIs; appropriately escalate issues impacting either performance and/or the business.



  • A highly effective team member demonstrating energy, passion and creativity.
  • Can work optimally independently or as part of a team.
  • Has excellent analytical skills – high level proficiency in Excel.
  • A problem solver who works on own initiative – able to identify issues through evaluation of data and propose appropriate solution.
  • Has strong communication and presentation skills; ability to engage at all levels of the business.
  • Innovative thinker – constantly looking for new opportunities for improvement and persistently driving our “Better Every Day” core value.



  • Designing and developing forecasting models and capacity plans for Operations teams across the business
  • Designing, developing and distributing reports to key stakeholders, demonstrating a strong understanding of data
  • Identifying areas for opportunity through ongoing data analysis
  • Identifying and presenting resource challenges to the management team
  • Building strong relationships with the Operations managers and other key stakeholders to gain a strong understanding of the business activities
  • Understanding the impact of projects, and other ad-hoc initiatives, on business resources and providing impact assessments to management and project teams
  • This job will typically contribute to the business in the following ways:
  • Helping the Operations teams to achieve service levels
  • Identifying opportunities for continuous improvement
  • Leveraging WFM best practice to improve efficiency and effectiveness of Operations teams


RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

Sorry, this vacancy is closed.

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