Workforce Planning & Analytics Lead

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 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.