Opportunity Information
1
Multinational Corporate Entity/ Company
Managerial/ Experienced Professional
Regular/ Full Time
Hybrid
Islamabad
The Role
The WFM Manager owns workforce planning for inDrive Customer Support: how many people are needed, in which language and vertical, and on which schedule, for both in-house teams and BPO partners. Reports to the Director, Customer Support Excellence.
•Build and improve the forecast of contacts and tickets by line, vertical, language and country, and drive forecast error down with cross-functional teams •Build the capacity plan for every customer support line using the Erlang method •Own the monthly and yearly headcount plan for in-house and BPO teams •Lead a team of junior, senior and workforce specialists who turn capacity plans into schedules and enforce them •Share contact patterns with BPOs, audit their rosters and schedules, and hold them accountable for WFM topics •Publish regular reports on forecast accuracy, capacity, adherence and service level, with root causes and actions •Work with Product to build the in-house WFM tool •Hire, coach and develop the WFM team and set standards for planning and scheduling •Sponsor automation and process optimisation initiatives and define and track WFM KPIs
Applicants General Eligibility & Requirements
5+ years
Education, Experience and Skills Requirements
- Bachelor 16 Years: Business Administration, Engineering
5+ years in workforce management or capacity planning, including 2+ years leading a team Preferred: Experience in ride-hailing, delivery, marketplace or other fast-growing tech operations
Forecasting, Capacity Planning, Erlang Method, Excel/ Google Sheets, SQL, BI Dashboards, WFM Tools, English
About the Employer
inDrive