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Sadique Rylands

@sadiquerylands

Workforce Planner at The TenLifestyle Group, coordinating staffing and operational priorities for reliable service delivery.

South Africa

Message

At The TenLifestyle Group, I coordinate staffing and operational priorities to support reliable service delivery and a positive customer experience. I monitor demand and performance, adjust plans as business needs change, and prepare reports using Excel and reporting tools.

Across roles at EXL, Teleperformance South Africa, Capita South Africa, and Lufthansa InTouch, I supported workforce planning and service delivery in customer operations. I produced forecasts and staffing plans, monitored service levels and KPIs, and worked with Operations and stakeholders to address risks and improve coverage.

Experience

Work history, roles, and key accomplishments

Current

Workforce Planner

Current

The TenLifestyle Group

May 2026 - Present (5 months)

Coordinate staffing and operational priorities to support reliable service delivery and a positive customer experience. Monitor demand, performance, and emerging service risks, making timely adjustments when business needs change.

Workforce Planning Resource Coordination Operational Reporting Excel Stakeholder Communication

Senior Executive – Workforce Management

EXL

Oct 2025 - May 2026 (7 months)

Supported day-to-day service delivery by monitoring performance, staffing coverage, and service-level results. Identified operational issues and capacity risks, escalating concerns and working with Operations on practical solutions.

Workforce Management Service Level Monitoring Data Management Scheduling Operational Reporting

Project Manager

Jonga Phezulu Traders

Mar 2025 - Sep 2025 (6 months)

Coordinated project activities, stakeholders, resources, and timelines to keep deliverables on track. Communicated progress and risks clearly, followed up on actions, and helped resolve delivery blockers.

Project Management Stakeholder Management Reporting Risk Management

Workforce Management Planning Analyst

Teleperformance South Africa

Nov 2022 - Mar 2025 (2 years 4 months)

Produced forecasts and staffing plans for multiple contact-centre operations, aligning resource requirements with customer demand. Monitored service levels and operational performance, highlighting gaps and recommending actions to improve delivery.

Forecasting Staffing Planning Service Level Monitoring Workforce Management Reporting Excel

Tactical Planning Analyst

Capita South Africa

Aug 2018 - Nov 2022 (4 years 3 months)

Monitored staffing, service performance, and forecast accuracy in a fast-paced customer operations environment. Supported scheduling and capacity improvements to help teams meet service expectations.

Workforce Management Scheduling Capacity Planning Operational Dashboards Reporting

Service Delivery Specialist

Lufthansa InTouch

Jun 2014 - Aug 2018 (4 years 2 months)

Supported service delivery against agreed SLAs and KPIs, with a focus on maintaining quality and operational consistency. Coordinated daily priorities and worked with operational teams to address service issues and escalations.

Service Delivery SLA Management KPI Monitoring Escalation Handling Stakeholder Communication