Assistant Manager – Workforce Management (Customer Care)

About the role

Daraz is seeking an analytical Assistant Manager to lead the Workforce Management function for its Customer Care operations. You will own the analytical backbone of workforce planning, translating order forecasts into contact volumes and headcount requirements while ensuring staffing aligns with demand and cost targets.

Key responsibilities

• Build and maintain capacity plans across ventures and channels, owning the monthly planning cycle and headcount notifications to BPO partners.
• Monitor service‑level, occupancy, concurrency, productivity and AHT, flagging variances and recommending corrective actions.
• Produce short‑term and long‑term contact and headcount forecasts, track forecast accuracy, and support peak‑season ramp‑up planning.
• Track customer‑care cost performance, validate BPO billing, and report on cost‑saving initiatives.
• Develop dashboards and reporting to monitor workforce KPIs and produce weekly business reviews.
• Collaborate with Finance, Partner Management, Training, Quality and Process teams on productivity, capability and volume‑reduction projects.

Required profile

• Bachelor’s degree in Business, Operations, Economics, Mathematics, Statistics, Engineering or a related quantitative discipline (Master’s preferred).
• 3–5 years of experience in workforce management, capacity planning, business analytics or operations planning, preferably in a contact‑centre, e‑commerce or BPO environment.
• Proven ability to meet fixed monthly planning deadlines and work with outsourced partners.

Required skills

• Advanced Excel – complex modelling, large datasets, scenario analysis.
• Capacity planning and forecasting methodology, including workload‑to‑FTE conversion.
• Cost and P&L analysis – budget tracking, variance analysis, vendor billing validation.
• BI and data visualisation tools such as Power BI or Tableau.
• SQL (advantage) for data extraction and analysis.