Workforce Manager

The Workforce Management (WFM) Manager is responsible for overseeing workforce planning for inDrive Customer Support. This includes determining the number of staff needed, the languages and verticals required, and scheduling for both in-house teams and BPO partners. The role involves translating forecasts into capacity plans and then into schedules to ensure service levels are met efficiently and cost-effectively. Customer Support covers multiple areas such as ride-hailing, intercity travel, delivery, and food delivery across various channels including Live Chat, Email, Incident Management, Driver Verification, Review and Appeals, and Insurance. This position provides leadership with a clear view of hiring needs and potential service risks over the short and long term. The WFM Manager reports directly to the Director of Customer Support Excellence.

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 First Line (Live Chat and Email), Incident Management, Review and Appeals, Driver Verification, Insurance, and escalations. Utilize the Erlang method to ensure sufficient staffing to meet service levels by language and vertical.

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

- Scheduling and Adherence: Lead a team of workforce specialists responsible for converting capacity plans into schedules and enforcing adherence. Maintain accuracy in scheduling and capacity while continuously improving adherence to meet targets.

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

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

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

- Team Development: Recruit, coach, and develop the WFM team, setting 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 levels. Define and track key performance indicators 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.

- Practical expertise in forecasting and capacity planning, with strong knowledge of the Erlang method, shrinkage, occupancy, and chat concurrency.

- Experience managing multiple lines, languages, and countries, including both in-house and outsourced teams.

- Proven ability to manage BPO partners regarding rosters, schedules, adherence, and service levels.

- Strong analytical skills with advanced proficiency in Excel or Google Sheets, SQL or BI dashboards, and experience using WFM tools such as Calabrio, NICE, or Verint.

- Excellent communication skills with senior leadership and the ability to translate data into actionable decisions.

- Fluency in English; additional languages are advantageous.

- Bachelor’s degree in business, statistics, engineering, or a related field is preferred, or equivalent professional experience.

Preferred Qualifications and Benefits

- Experience in ride-hailing, delivery, marketplace, or other fast-growing technology operations.

- Involvement in building or selecting WFM tools in collaboration with Product teams.

- Skills in Python or automation for planning and reporting purposes.

- Experience working across multiple time zones.

- Opportunity to contribute to a mission-driven company impacting millions across 1100+ cities in 47 countries.

- Access to mentoring, career consulting, and professional development programs.

- Participation in a Global Talent Exchange Program offering international collaboration.

- Engagement in company-wide challenges, awards, sports, social impact, and volunteering initiatives.

- Work environment that encourages initiative, open communication, and personal growth.

- Language skill enhancement through co-financed courses and internal speaking clubs.

Final benefits and packages may vary depending on location.