About this role
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.
- 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.