The Role
Own workforce forecasting, capacity planning, headcount planning, scheduling, adherence, and service-level performance for in-house and BPO customer support teams. Lead WFM specialists, manage BPO partner performance, develop reporting and KPIs, improve forecasting accuracy, and sponsor automation and workforce transformation initiatives across multiple languages, countries, and support channels.
Summary Generated by Built In
The WFM Manager owns workforce planning for inDrive Customer Support: how many people we need, in which language and vertical, and on which schedule, for both in-house teams and BPO partners. You turn forecasts into capacity plans, and capacity plans into schedules, so we meet our service levels at a sustainable cost.
CS covers ride-hailing, intercity, delivery and food delivery, across Live Chat, Email, Incident Management, Driver Verification, Review and Appeals, and Insurance. This role gives CS leadership one clear view of hiring needs and service-level risks for the coming months and years. Reports to Director, Customer Support Excellence.
CS covers ride-hailing, intercity, delivery and food delivery, across Live Chat, Email, Incident Management, Driver Verification, Review and Appeals, and Insurance. This role gives CS leadership one clear view of hiring needs and service-level risks for the coming months and years. Reports to 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 with cross-functional teams.
- Capacity planning. Build the capacity plan for every line: First Line (Live Chat and Email), Incident Management, Review and Appeals, Driver Verification, Insurance, escalations and other lines as business grows. Use the Erlang method to make sure we have enough people to hit each service level, by language and vertical (ride-hailing, intercity, delivery, food delivery).
- Headcount planning. Own the monthly and yearly headcount plan for in-house and BPO teams. Show CS leadership what hiring will look like in the coming months, and where performance is likely to dip, ensure BPO is following correct methodology to deliver on performance.
- Scheduling and adherence. Lead a team of junior, senior and workforce specialists who turn capacity plans into schedules and enforce them. Own schedule and capacity accuracy, and keep improving adherence to meet targets.
- BPO partners. Share incoming contact patterns with BPOs, audit and validate their rosters and schedules, and hold them accountable for all WFM topics.
- Reporting and insight. Publish regular reports on forecast accuracy, capacity, adherence and service level, with root causes and actions. Raise risks early to CS leadership.
- Tools. Work with Product to build our WFM tool in-house, while staying flexible and getting the most from the tools we use today.
- Team. Hire, coach and develop the WFM team, and set clear standards for planning and scheduling across all lines.
- Transformation and KPIs. Sponsor automation, process optimisation and workforce transformation initiatives that improve efficiency and service levels. Define the KPIs for the WFM team and the department, such as forecast accuracy, schedule adherence and service level, and track them against targets.
Skills, Knowledge & Expertise
- 5+ years in workforce management or capacity planning, including 2+ years leading a team
- Hands-on forecasting and capacity planning, with strong knowledge of the Erlang method, shrinkage, occupancy and chat concurrency
- 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
- Strong analytical skills: advanced Excel or Google Sheets, SQL or BI dashboards, and experience with WFM tools such as Calabrio, NICE or Verint
- Clear communication with senior leaders, and the ability to turn data into decisions
- 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
- Experience in ride-hailing, delivery, marketplace or other fast-growing tech operations
- Experience helping build or choose WFM tooling together with a Product team
- Python or automation skills for planning and reporting
- Experience working across many time zones
Why join us
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 47 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
Final benefits may vary depending on the location
About
inDrive is a global tech company on a mission to challenge injustice through fair choices. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 400M installs across 47 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. We are committed to having a positive impact on people’s lives both through our core business, which supports local communities via a fair pricing model; and through the work of our impact programs. Ready to ignite your inner drive?
Skills Required
- 5+ years of experience in workforce management or capacity planning
- 2+ years of experience leading a team
- Hands-on forecasting and capacity planning experience
- Strong knowledge of the Erlang method, shrinkage, occupancy, and chat concurrency
- Experience planning across multiple support lines, languages, and countries
- Experience planning for both in-house and outsourced teams
- Experience managing BPO partners, rosters, schedules, adherence, and service levels
- Strong analytical skills
- Advanced Excel or Google Sheets skills
- SQL or Business Intelligence dashboard experience
- Experience with WFM tools such as Calabrio, NICE, or Verint
- Ability to communicate clearly with senior leaders and turn data into decisions
- Fluent English
- Bachelor's degree in business, statistics, engineering, or a related field, or equivalent experience
- Experience in ride-hailing, delivery, marketplace, or fast-growing technology operations
- Experience building or selecting WFM tools with a Product team
- Python or automation skills for planning and reporting
- Experience working across multiple time zones
- Additional language proficiency
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
