NP-Assistant Manager - WFM-Customer Care

Job Description

Daraz is looking for an analytical and delivery-focused Assistant Manager to join the Workforce Management team supporting customer care operations across our ventures. The role owns the analytical backbone of workforce planning — forecasting, capacity modelling, cost tracking and performance reporting — and works closely with Finance, Partner Management and outsourced partners to keep staffing aligned with demand and cost within plan.

• Build and maintain capacity plans across ventures and channels, translating order forecasts into contact volumes and headcount requirements
• Own the monthly planning cycle, including headcount notification to BPO partners within agreed lead times
• Monitor service levels, occupancy, concurrency, productivity and average handling time, and flag variances with recommended actions
• Support peak season planning, including ramp-up, buffer planning and headcount taper
• Produce short-term and long-term contact and headcount forecasts, and track forecast accuracy by input
• Support annual and quarterly business planning cycles in partnership with Finance
• Run scenario and what-if analysis to quantify the impact of volume changes and new initiatives
• Track customer care cost performance against plan, including year-to-date, year-to-go and full-year projections
• Validate BPO billing against agreed commercial terms and resolve discrepancies
• Track cost-saving initiatives against target and report realised versus planned impact
• Build and maintain dashboards and reporting to monitor workforce KPIs
• Produce the weekly business review and day-on-day performance tracking
• Work with data teams to ensure accuracy and consistency of workforce data sources
• Partner with Partner Management to hold BPO partners to performance and quality standards
• Work with Training, Quality and Process teams on productivity and capability initiatives
• Support cross-functional projects to reduce contact volume and improve efficiency
  
  

Job Requirements

• Bachelor's degree in Business, Operations, Economics, Mathematics, Statistics, Engineering or a related quantitative discipline. Master's preferred but not required.
• 3–5 years in workforce management, capacity planning, business analytics or operations planning — ideally in contact centre, e-commerce, BPO or a similarly high-volume operational environment. Experience working with outsourced partners is an advantage. Must be able to work to fixed monthly planning deadlines.
• Advanced Excel — complex modelling, large datasets, scenario analysis
• Capacity planning and forecasting methodology, including workload-to-FTE conversion and service level modelling
• Cost and P&L analysis — budget tracking, variance analysis, vendor billing validation
• BI and data visualisation (Power BI, Tableau or equivalent); SQL an advantage
• Working knowledge of contact centre metrics — AHT, occupancy, shrinkage, concurrency, service level, contacts per order
  
  

Soft Skills Required For The Job

• Analytical rigour and attention to detail — the outputs directly drive headcount and cost decisions
• Structured communication — able to explain numbers clearly to non-technical stakeholders and defend assumptions
• Stakeholder management across internal functions and external vendors, including influencing without authority
• Ownership and independent delivery under deadline pressure
• Adaptability in a fast-changing operational environment