Workforce Manager

The WFM Manager owns workforce planning for […] 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 metho