Workforce Manager

The Workforce Management (WFM) Manager will be responsible for overseeing workforce planning for inDrive’s Customer Support operations across multiple service lines including ride-hailing, intercity, delivery, and food delivery. This role involves determining staffing needs by language, vertical, and schedule for both in-house teams and BPO partners. The manager will translate forecasts into capacity plans and schedules to ensure service levels are met efficiently and cost-effectively. Reporting to the Director of Customer Support Excellence, the WFM Manager provides leadership with clear insights into hiring requirements and potential service risks over the short and long term.

Key Responsibilities

- Forecasting: Collaborate with Analytics and Business teams to develop and refine forecasts of contacts and tickets segmented by line, vertical, language, and country. Own the forecast accuracy reporting and work cross-functionally to reduce the weighted Mean Absolute Percentage Error (wMAPE).

- Capacity Planning: Create capacity plans for all customer support lines including Live Chat, Email, Incident Management, Review and Appeals, Driver Verification, Insurance, and escalations. Apply the Erlang method to ensure adequate staffing to meet service levels by language and vertical.

- Headcount Planning: Manage monthly and annual headcount plans for both in-house and BPO teams. Provide leadership with visibility into upcoming hiring needs and potential performance dips. Ensure BPO partners adhere to workforce management methodologies to maintain performance standards.

- Scheduling and Adherence: Lead a team responsible for converting capacity plans into detailed schedules and enforcing adherence. Maintain schedule and capacity accuracy while continuously improving adherence to meet targets.

- BPO Partner Management: Share contact volume patterns with BPO partners, audit their rosters and schedules, and hold them accountable for all workforce management aspects.

- Reporting and Insight: Deliver regular reports on forecast accuracy, capacity utilization, schedule adherence, and service levels, including root cause analysis and recommended actions. Proactively raise risks to customer support leadership.

- Tools: Collaborate with the Product team to develop an in-house WFM tool while maximizing the effectiveness of current tools.

- Team Development: Recruit, coach, and develop the WFM team, establishing clear standards for planning and scheduling across all support lines.

- Transformation and KPIs: Lead initiatives focused on automation, process optimization, and workforce transformation to enhance efficiency and service quality. Define and track KPIs such as forecast accuracy, schedule adherence, and service levels.

Required Qualifications

- Minimum of 5 years’ experience in workforce management or capacity planning, including at least 2 years in a leadership role.
- Strong hands-on expertise in forecasting and capacity planning, with proficiency in the Erlang method, shrinkage, occupancy, and chat concurrency.
- Experience managing multiple support lines, languages, and countries, including both in-house and outsourced teams.
- Proven ability to manage BPO partners regarding rosters, schedules, adherence, and service levels.
- Advanced analytical skills with proficiency in Excel or Google Sheets, SQL or BI dashboards, and familiarity with WFM tools such as Calabrio, NICE, or Verint.
- Excellent communication skills with senior leadership and the ability to translate data into actionable decisions.
- Fluent in English; additional languages are advantageous.
- Bachelor’s degree in business, statistics, engineering, or a related field, or equivalent practical experience.

Preferred Qualifications and Benefits

- Experience in fast-growing tech operations such as ride-hailing, delivery, or marketplaces.
- Involvement in building or selecting WFM tools in partnership with Product teams.
- Skills in Python or automation for planning and reporting.
- Experience working across multiple time zones.

Joining inDrive offers the opportunity to contribute to a mission that creates fair choices for millions across 1,100+ cities in 47 countries. Employees benefit from professional development through mentoring, career consulting, and learning programs. The role provides international exposure via the Global Talent Exchange Program and engagement in company-wide challenges, awards, sports, and social impact initiatives. The company culture encourages initiative, open communication, and continuous growth. Language skills can be enhanced through co-financed courses and internal speaking clubs. Final benefits may vary by location.