Workforce Manager

The Workforce Management (WFM) Manager will lead workforce planning for inDrive’s Customer Support operations, ensuring optimal staffing across languages, verticals, and schedules for both in-house teams and BPO partners. This role is responsible for translating forecasts into capacity plans and schedules that meet service levels efficiently and cost-effectively. Covering multiple customer support lines including ride-hailing, intercity, delivery, and food delivery, the manager provides leadership with clear insights into hiring needs and potential service risks. Reporting directly to the Director of Customer Support Excellence, this position plays a critical role in maintaining operational 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 weighted Mean Absolute Percentage Error (wMAPE).

Capacity Planning: Create detailed capacity plans for all customer support lines such as Live Chat, Email, Incident Management, Review and Appeals, Driver Verification, Insurance, and escalations. Utilize the Erlang method to ensure adequate staffing levels to meet service targets across languages and verticals.

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 challenges. Ensure BPO partners adhere to agreed methodologies to maintain performance standards.

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

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

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

Tools: Collaborate with Product teams to develop in-house WFM tools while maximizing the effectiveness of current systems.

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 key performance indicators such as forecast accuracy, schedule adherence, and service levels.

Required Qualifications

- Minimum 5 years of experience in workforce management or capacity planning, including at least 2 years in a leadership role.
- Proficient in forecasting and capacity planning with strong understanding of Erlang calculations, 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.
- Advanced analytical skills with expertise in Excel or Google Sheets, SQL or BI dashboards, and WFM tools such as Calabrio, NICE, or Verint.
- Strong communication skills with the ability to translate data insights into actionable decisions for senior leadership.
- Fluent in English; additional languages are advantageous.
- Bachelor’s degree in business, statistics, engineering, or related field preferred, or equivalent 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 collaboration with Product teams.
- Skills in Python or automation for planning and reporting purposes.
- Experience working across multiple time zones.

Why Join Us

Join a mission-driven company that challenges injustice by creating fair choices for millions across 1100+ cities in 47 countries. Benefit from professional growth opportunities including mentoring, career consulting, and learning programs. Gain international exposure through our Global Talent Exchange Program and participate in company-wide initiatives such as awards, sports, social impact, and volunteering projects. Work in a culture that values initiative, openness, and continuous growth. Enhance your language skills through co-financed courses and internal speaking clubs. Final benefits may vary by location.