Senior Workforce Planner - Forecasting & Scheduling

inDrive; Islamabad; On-site; PKR 2,400,000 - 4,800,000; Full time

Job summary

inDrive is seeking a Workforce Manager to own capacity planning and forecasting for Customer Support across in-house and BPO teams. You will translate forecasts into capacity and then into schedules to meet service levels at sustainable costs.

The role requires 5+ years in WFM, hands-on forecasting, multi-language planning, and leadership across teams. You will partner with Product to build WFM tools and drive KPI improvements.

Qualifications

• 5+ years in workforce management or capacity planning, including 2+ years leading a team.
• Hands-on forecasting and capacity planning, with knowledge of Erlang method, shrinkage, occupancy and chat concurrency.
• Experience planning across multiple lines, languages and countries for in-house and outsourced teams.
• Experience managing BPO partners on rosters, schedules, adherence and service levels.
• Strong analytical skills: advanced Excel or Google Sheets, SQL or BI dashboards, and WFM tools such as Calabrio, NICE or Verint.
• Clear communication with senior leaders, and the ability to turn data into decisions.
• Fluent English; other languages are a plus.
• Recommended Bachelor's degree in business, statistics, engineering or related field, or equivalent experience.

Responsibilities

• Forecasting: work with Analytics and Business teams to build and improve forecast by line, vertical, language and country.
• Capacity planning: build capacity plan for every line using Erlang method to meet service levels.
• Headcount planning: own monthly and yearly headcount plan for in-house and BPO teams.
• Scheduling and adherence: lead a team turning capacity plans into schedules and enforce them to meet targets.
• BPO partners: validate rosters and schedules and hold partners accountable for WFM topics.
• Reporting and insight: publish reports on forecast accuracy, capacity, adherence and service levels with root causes.
• Tools: collaborate with Product to build WFM tool in-house and optimize current tools.
• Team: hire, coach and develop the WFM team and set standards.

Skills

Analytical skills

Leadership

Communication with senior leaders

Fluent English

Education

Bachelor's degree in business, statistics, engineering or related field

Tools

Calabrio

NICE

Verint

SQL

Excel/Google Sheets

BI dashboards

Job description

inDrive is seeking a Workforce Manager to own capacity planning and forecasting for Customer Support across in-house and BPO teams. You will translate forecasts into capacity and then into schedules to meet service levels at sustainable costs.

The role requires 5+ years in WFM, hands-on forecasting, multi-language planning, and leadership across teams. You will partner with Product to build WFM tools and drive KPI improvements.