Workforce Manager

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

Workforce Manager

Department: Customer Service Operational Excellence

Employment Type: Full Time

Location: Pakistan

Description

The WFM Manager owns workforce planning for inDrive Customer Support: how many people we need, in which language and vertical, and on which schedule, for both in-house teams and BPO partners. You turn forecasts into capacity plans, and capacity plans into schedules, so we meet our service levels at a sustainable cost. CS covers ride-hailing, intercity, delivery and food delivery, across Live Chat, Email, Incident Management, Driver Verification, Review and Appeals, and Insurance. This role gives CS leadership one clear view of hiring needs and service-level risks for the coming months and years. Reports to Director, Customer Support Excellence.

Key Responsibilities

• Forecasting. Work with Analytics and the Business teams to build and improve the forecast of contacts and tickets by line, vertical, language and country. Own the forecast accuracy report and drive wMAPE down with cross-functional teams.
• Capacity planning. Build the capacity plan for every line: First Line (Live Chat and Email), Incident Management, Review and Appeals, Driver Verification, Insurance, escalations and other lines as business grows. Use the Erlang method to make sure we have enough people to hit each service level, by language and vertical (ride-hailing, intercity, delivery, food delivery).
• Headcount planning. Own the monthly and yearly headcount plan for in-house and BPO teams. Show CS leadership what hiring will look like in the coming months, and where performance is likely to dip, ensure BPO is following correct methodology to deliver on performance.
• Scheduling and adherence. Lead a team of junior, senior and workforce specialists who turn capacity plans into schedules and enforce them. Own schedule and capacity accuracy, and keep improving adherence to meet targets.
• BPO partners. Share incoming contact patterns with BPOs, audit and validate their rosters and schedules, and hold them accountable for all WFM topics.
• Reporting and insight. Publish regular reports on forecast accuracy, capacity, adherence and service level, with root causes and actions. Raise risks early to CS leadership.
• Tools. Work with Product to build our WFM tool in-house, while staying flexible and getting the most from the tools we use today.
• Team. Hire, coach and develop the WFM team, and set clear standards for planning and scheduling across all lines.
• Transformation and KPIs. Sponsor automation, process optimisation and workforce transformation initiatives that improve efficiency and service levels. Define the KPIs for the WFM team and the department, such as forecast accuracy, schedule adherence and service level, and track them against targets.

Skills, Knowledge & Expertise

• 5+ years in workforce management or capacity planning, including 2+ years leading a team
• Hands-on forecasting and capacity planning, with strong knowledge of the Erlang method, shrinkage, occupancy and chat concurrency
• Experience planning across several 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 experience with 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 a related field, or equivalent experience

Nice to Have

• Experience in ride-hailing, delivery, marketplace or other fast-growing tech operations
• Experience helping build or choose WFM tooling together with a Product team
• Python or automation skills for planning and reporting
• Experience working across many time zones

Why join us

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 47 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.

Final benefits may vary depending on the location