Assistant Manager - WFM-Customer Care

Daraz; Karachi Division; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Daraz is looking for an analytical and delivery-focused Assistant Manager to join the Workforce Management team supporting customer care operations across our ventures.

The role owns the analytical backbone of workforce planning — forecasting, capacity modelling, cost tracking and performance reporting — and works closely with Finance, Partner Management and outsourced partners to keep staffing aligned with demand and cost within plan.

Qualifications

• Bachelor's degree in a quantitative field; master's preferred but not required.
• 3–5 years in workforce management or analytics in high-volume ops.
• Advanced Excel with complex modelling and large datasets.
• Experience with outsourced partners is an advantage.

Responsibilities

• Build and maintain capacity plans across ventures and channels.
• Own the monthly planning cycle, including headcount notification to BPO partners.
• Monitor service levels, occupancy, concurrency, productivity and AHT; flag variances with actions.
• Produce forecast for contact volumes and headcount; support planning cycles with Finance.
• Track cost and P&L; validate vendor billing against terms.
• Build dashboards and weekly performance reviews; ensure data accuracy.

Skills

Advanced Excel

BI/data visualization

SQL

Contact centre metrics

Stakeholder management

Analytical rigour

Structured communication

Ownership delivery

Adaptability

Education

Bachelor's degree in Business/Operations/Economics/Mathematics/Statistics/Engineering

Tools

Power BI

Tableau

Job description

Daraz is looking for an analytical and delivery-focused Assistant Manager to join the Workforce Management team supporting customer care operations across our ventures. The role owns the analytical backbone of workforce planning — forecasting, capacity modelling, cost tracking and performance reporting — and works closely with Finance, Partner Management and outsourced partners to keep staffing aligned with demand and cost within plan.

Workforce planning and operations

• Build and maintain capacity plans across ventures and channels, translating order forecasts into contact volumes and headcount requirements
• Own the monthly planning cycle, including headcount notification to BPO partners within agreed lead times
• Monitor service levels, occupancy, concurrency, productivity and average handling time, and flag variances with recommended actions
• Support peak season planning, including ramp-up, buffer planning and headcount taper

Forecasting and business planning

• Produce short-term and long-term contact and headcount forecasts, and track forecast accuracy by input
• Support annual and quarterly business planning cycles in partnership with Finance
• Run scenario and what-if analysis to quantify the impact of volume changes and new initiatives

Cost and P&L

• Track customer care cost performance against plan, including year-to-date, year-to-go and full-year projections
• Validate BPO billing against agreed commercial terms and resolve discrepancies
• Track cost-saving initiatives against target and report realised versus planned impact

Data and reporting

• Build and maintain dashboards and reporting to monitor workforce KPIs
• Produce the weekly business review and day-on-day performance tracking
• Work with data teams to ensure accuracy and consistency of workforce data sources

Stakeholder management

• Partner with Partner Management to hold BPO partners to performance and quality standards
• Work with Training, Quality and Process teams on productivity and capability initiatives
• Support cross-functional projects to reduce contact volume and improve efficiency

Job Requirements

• Bachelor's degree in Business, Operations, Economics, Mathematics, Statistics, Engineering or a related quantitative discipline. Master's preferred but not required.
• 3–5 years in workforce management, capacity planning, business analytics or operations planning — ideally in contact centre, e-commerce, BPO or a similarly high-volume operational environment. Experience working with outsourced partners is an advantage. Must be able to work to fixed monthly planning deadlines.
• Advanced Excel — complex modelling, large datasets, scenario analysis
• Capacity planning and forecasting methodology, including workload-to-FTE conversion and service level modelling
• Cost and P&L analysis — budget tracking, variance analysis, vendor billing validation
• BI and data visualisation (Power BI, Tableau or equivalent); SQL an advantage
• Working knowledge of contact centre metrics — AHT, occupancy, shrinkage, concurrency, service level, contacts per order
• Analytical rigour and attention to detail — the outputs directly drive headcount and cost decisions
• Structured communication — able to explain numbers clearly to non-technical stakeholders and defend assumptions
• Stakeholder management across internal functions and external vendors, including influencing without authority
• Ownership and independent delivery under deadline pressure
• Adaptability in a fast-changing operational environment