Workforce Manager, Customer Support

About the role

The Workforce Manager owns workforce planning for inDrive Customer Support: how many people are needed, in which language and vertical, and on which schedule, for both in-house teams and BPO partners. The role turns forecasts into capacity plans and those into schedules so service levels are met at a sustainable cost. It covers ride-hailing, intercity, delivery and food delivery, across Live Chat, Email, Incident Management, Driver Verification, Review and Appeals, and Insurance. The manager reports to the 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
• Capacity planning: build the capacity plan for every line using the Erlang method, ensuring enough people per language and vertical to hit service levels
• Headcount planning: own the monthly and yearly headcount plan for in-house and BPO teams, showing hiring needs and where performance may dip
• Scheduling and adherence: lead a team of junior, senior and workforce specialists who turn capacity plans into schedules, and keep schedule and capacity accuracy high
• BPO partners: share contact patterns, audit and validate rosters and schedules, and hold partners accountable for WFM topics
• Reporting: publish regular reports on forecast accuracy, capacity, adherence and service levels, raise risks early, and sponsor automation and process improvement initiatives
• Tools: help build the in-house WFM tool with Product and get the most from current tools
• Team: hire, coach and develop the WFM team, set planning and scheduling standards, and define and track KPIs such as forecast accuracy, adherence and service levels

Required profile

• 5+ years in workforce management or capacity planning, including 2+ years leading a team
• 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
• 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: ride-hailing, delivery or marketplace operations experience, Python or automation skills, and experience working across many time zones

Required skills

• Hands-on forecasting and capacity planning, with strong knowledge of the Erlang method, shrinkage, occupancy and chat concurrency
• Advanced Excel or Google Sheets, SQL or BI dashboards, and WFM tools such as Calabrio, NICE or Verint
• Ability to communicate clearly with senior leaders and turn data into decisions

What we offer

• Mentoring, career consulting and learning programs
• International experience through the Global Talent Exchange Program
• Company-wide challenges, awards, sports, social impact and volunteering projects
• Co-financed language courses and internal speaking clubs