Daraz PK-Assistant Manager - WFM-Customer Care

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

Job summary

Daraz is seeking 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 such as Business, Operations, Economics, Mathematics, Statistics, or Engineering.
• 3–5 years in workforce management, capacity planning, analytics, or operations planning—experience with outsourced partners is a plus.
• Advanced Excel for complex modelling and scenario analysis.
• Capacity planning and forecasting methodologies, including workload-to-FTE conversion and service level modelling.

Responsibilities

• Build and maintain capacity plans across ventures and channels; translate forecasts into headcount requirements.
• Produce short- and long-term contact and headcount forecasts; track forecast accuracy.
• Track P&L and vendor billing; validate cost against plan and report variances.
• Develop dashboards and reporting to monitor workforce KPIs; support weekly reviews.
• Partner with internal teams and outsourced partners to improve productivity and maintain standards.

Skills

Analytical thinking

Attention to detail

Structured communication

Stakeholder management

Ownership and delivery

Adaptability

Deadline pressure

Cost awareness

Education

Bachelor's degree in quantitative discipline

Master's degree (preferred)

Tools

Excel

Power BI

Tableau

SQL

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. 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
• 2. 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
• 3. 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
• 4. 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
• 5. 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

Position Requirement

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