Manager WFM

Daraz is looking for strategic and results-driven Workforce Manager to lead our Workforce Management Operations across five ventures. This leadership role demands strong expertise in forecasting, planning, scheduling, business planning, and project management, with a focus on optimizing workforce performance and enabling operational excellence. The ideal candidate will manage a high-performing team of 8 professionals, drive data-driven decisions and supporting cross-functional initiatives at a regional level.

Role Requirements

1. Workforce Management & Operations:

Develop and execute long-term and short-term workforce strategies across five ventures.

Lead WFM functions including forecasting, capacity planning, scheduling, real-time management, and staffing optimization.

Ensure staffing alignment with business targets and service level agreements (SLAs).

2. Business Planning & Forecasting:

Collaborate with Finance, Operations, and HR to integrate headcount plans with business objectives.

Own monthly, quarterly, and annual forecasting cycles, presenting labor cost and FTE models to leadership.

Drive scenario modelling and “what-if” analysis for new initiatives and growth.

3. Project & Program Management:

Lead and manage cross-venture strategic workforce projects from initiation to delivery.

Standardize and improve WFM processes and tools across ventures.

Identify and manage risks, dependencies, and resource constraints.

4. Data & Analytics

Highly Proficient in Excel Usage, pivots, charts, formulas & added value if Erlang is used in previous working proflile.

Define KPIs and dashboards to monitor and improve workforce efficiency.

Collaborate with data teams to ensure data integrity and scalability of reporting.

5. Leadership & People Management:

Manage and mentor a team of 8 WFM and BI professionals.

Foster a high-performance culture, encourage professional development, and drive team engagement.

Set clear performance expectations and conduct regular feedback and performance reviews

Candidate Requirements

Bachelor's degree in business, Operations, Mathematics, or related field (Master's preferred).

5+ years of experience in Workforce Management, with at a years' experience in a leadership role.

Strong analytical, problem-solving, and quantitative skills.

Proficiency in WFM tools and BI platforms (e.g., Power BI, Tableau).

Aware of the major KPIs used for Customer Services (Cost Optimization, SLAs, AHT, CSAT, Forecast Accuracy)

Experience of working with different businesses or BPOs will be an added advantage.

Excellent stakeholder management and communication skills.

Ability to lead cross-functional teams and influence without authority.

Strategic thinker with hands-on execution capability.

Adaptable and resilient in a fast-paced environment.

Strong leadership presence and decision-making capability.