Assistant Manager, Workforce Analytics & Planning

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.