Workforce & Reporting Team Lead

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Airalo

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

Telecommunications • Technology • Travel

Airalo is the world's first eSIM store that provides digital SIM cards (eSIMs) to travelers in over 200 countries and regions globally. The company offers an innovative solution to avoid high roaming charges by allowing users to purchase and activate eSIMs via its app, ensuring instant connectivity without the need for physical SIM cards. Airalo caters to various travelers by providing local, regional, and global eSIMs with transparent, prepaid pricing plans, supported by 24/7 customer service. The platform also supports partnership through APIs and offers incentives such as referral credits. Airalo represents a modern approach to global mobile connectivity, making it an essential tool for frequent travelers.

📋 Description

• Own end-to-end forecasting, capacity planning, and scheduling for internal and BPO support teams • Monitor real-time performance and manage intraday workforce adjustments to meet SLA targets • Oversee BPO SLA adherence and partner with Vendor Managers to resolve staffing inefficiencies • Own operational reporting dashboards, ensuring consistency and accuracy of KPIs across all teams • Maintain a single source of truth for operational performance metrics and translate data into actionable insights for leadership • Lead, develop and performance manage a team of WFM and Reporting specialists • Drive automation initiatives and identify inefficiencies in forecasting, staffing, and reporting workflows

🎯 Requirements

• Proven experience leading teams in Workforce Management, Operations Analytics, or Support Operations • Experience working with or overseeing BPO/vendor-based support operations • Hands-on experience with enterprise WFM and scheduling tools • Deep understanding of forecasting, capacity planning, and real-time intraday management • Proficiency with BI and visualization tools (Power BI, Tableau) • Strong advanced Excel skills • Experience defining and maintaining KPI frameworks and reporting standards

🏖️ Benefits

• Health Insurance • work-from-anywhere stipend • annual wellness & learning credits • annual all-expenses-paid company retreat in a gorgeous destination & other benefits