Assistant Manager - WFM-Customer Care

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.

• Workforce planning and operations
  
  

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

• Forecasting and business planning
  
  

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

• Cost and P&L
  
  

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

• Data and reporting
  
  

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

• Stakeholder management
  
  

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
• 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