Daraz PK-Assistant Manager - WFM-Customer Care

Alibaba Group; Karachi Division; On-site; PKR 1,800,000 - 2,400,000; Full time

Job summary

Daraz is seeking an Assistant Manager in Workforce Management to lead forecasting, capacity planning, and cost tracking for customer care operations across ventures.

You'll own the analytical backbone of staffing, collaborating with Finance, Partner Management and outsourced partners to keep headcount aligned with demand and plan, enabling efficient, cost-controlled service levels.

Qualifications

• Bachelor’s-level quantitative degree required or equivalent.
• 1. Master’s preferred but not mandatory.

Responsibilities

• Build and maintain capacity plans translating forecasts into headcount needs.
• Own the monthly planning cycle with lead times for BPO partners.
• Monitor service levels, occupancy, productivity and AHT; flag variances with actions.
• Forecast short- and long-term contact volumes and headcount; track forecast accuracy.
• Collaborate with Finance, Partner Management and vendors on cost and plans.

Skills

Advanced Excel

BI & Data Visualisation

SQL

Forecasting

Stakeholder management

Analytical rigour

Structured communication

Ownership under deadline

Adaptability

Education

Bachelor's degree in Business, Operations, Economics, Mathematics, Statistics, Engineering or related quantitative discipline

Master's degree preferred but not required

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.

1. 1. Workforce planning and operationsBuild and maintain capacity plans across ventures and channels, translating order forecasts into contact volumes and headcount requirementsOwn the monthly planning cycle, including headcount notification to BPO partners within agreed lead timesMonitor service levels, occupancy, concurrency, productivity and average handling time, and flag variances with recommended actionsSupport peak season planning, including ramp-up, buffer planning and headcount taper
2. 2. Forecasting and business planningProduce short-term and long-term contact and headcount forecasts, and track forecast accuracy by inputSupport annual and quarterly business planning cycles in partnership with FinanceRun scenario and what-if analysis to quantify the impact of volume changes and new initiatives
3. 3. Cost and P&LTrack customer care cost performance against plan, including year-to-date, year-to-go and full-year projectionsValidate BPO billing against agreed commercial terms and resolve discrepanciesTrack cost-saving initiatives against target and report realised versus planned impact
4. 4. Data and reportingBuild and maintain dashboards and reporting to monitor workforce KPIsProduce the weekly business review and day-on-day performance trackingWork with data teams to ensure accuracy and consistency of workforce data sources
5. 5. Stakeholder managementPartner with Partner Management to hold BPO partners to performance and quality standardsWork with Training, Quality and Process teams on productivity and capability initiativesSupport cross-functional projects to reduce contact volume and improve efficiency

Position Requirement

1. 1. Bachelor's degree in Business, Operations, Economics, Mathematics, Statistics, Engineering or a related quantitative discipline. Master's preferred but not required.
2. 2. 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.
3. 3. Advanced Excel — complex modelling, large datasets, scenario analysis
4. 4. Capacity planning and forecasting methodology, including workload-to-FTE conversion and service level modelling
5. 5. Cost and P&L analysis — budget tracking, variance analysis, vendor billing validation
6. 6. BI and data visualisation (Power BI, Tableau or equivalent); SQL an advantage
7. 7. Working knowledge of contact centre metrics — AHT, occupancy, shrinkage, concurrency, service level, contacts per order
8. 8. Analytical rigour and attention to detail — the outputs directly drive headcount and cost decisions
9. 9. Structured communication — able to explain numbers clearly to non-technical stakeholders and defend assumptions
10. 10. Stakeholder management across internal functions and external vendors, including influencing without authority
11. 11. Ownership and independent delivery under deadline pressure
12. 12. Adaptability in a fast-changing operational environment