inDrive

Global ride-hailing platform with fare negotiation

Workforce Manager

Customer Experience & SupportUpdated on Nov 13

Full-timeCairo, Cairo Governorate, EgyptNo salary listedHybrid

About the Job

Requirements

At least 5 years of experience in workforce management or capacity planning, including at least 2 years leading a team.
Hands-on forecasting and capacity planning experience, with strong knowledge of the Erlang method, shrinkage, occupancy, and chat concurrency.
Experience planning across multiple lines, languages, and countries for in-house and outsourced teams.
Experience managing BPO partners on rosters, schedules, adherence, and service levels.
Strong analytical skills, including advanced Excel or Google Sheets, SQL or BI dashboards, and experience with WFM tools such as Calabrio, NICE, or Verint.
Fluent English.
A bachelor's degree in business, statistics, engineering, or a related field, or equivalent experience, is recommended.

Responsibilities

Own workforce planning for Customer Support, including staffing levels, languages, verticals, and schedules for in-house teams and BPO partners.
Work with Analytics and Business teams to build and improve contact and ticket forecasts by line, vertical, language, and country; own the forecast accuracy report and drive down wMAPE with cross-functional teams.
Build capacity plans for every support line, using the Erlang method to ensure staffing meets service levels by language and vertical.
Own monthly and yearly headcount plans for in-house and BPO teams, communicate projected hiring and performance risks to Customer Support leadership, and ensure BPO partners use the correct methodology to deliver performance.
Lead workforce specialists in turning capacity plans into schedules and enforcing adherence; own schedule and capacity accuracy and improve adherence to targets.
Share incoming contact patterns with BPO partners, audit and validate their rosters and schedules, and hold them accountable for workforce management topics.
Publish regular reports on forecast accuracy, capacity, adherence, and service levels, including root causes and actions, and raise risks early to Customer Support leadership.
Work with Product to build an in-house WFM tool while making effective use of current tools.
Hire, coach, and develop the WFM team and set planning and scheduling standards across all lines.
Sponsor automation, process optimization, and workforce transformation initiatives to improve efficiency and service levels.
Define and track WFM team and department KPIs, including forecast accuracy, schedule adherence, and service level.

Desired Qualifications

Experience in ride-hailing, delivery, marketplace, or other fast-growing technology operations.
Experience helping build or choose WFM tooling with a Product team.
Python or automation skills for planning and reporting.
Experience working across multiple time zones.
Knowledge of languages other than English.

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.

5+ years in workforce management or capacity planning, including 2+ years leading a team
Hands-on forecasting and capacity planning, with strong knowledge of the Erlang method, shrinkage, occupancy and chat concurrency
Experience planning across several lines, languages and countries, for in-house and outsourced teams
Experience managing BPO partners on rosters, schedules, adherence and service levels
Strong analytical skills: advanced Excel or Google Sheets, SQL or BI dashboards, and experience with WFM tools such as Calabrio, NICE or Verint
Clear communication with senior leaders, and the ability to turn data into decisions
Fluent English; other languages are a plus
Recommended - Bachelor's degree in business, statistics, engineering or a related field, or equivalent experience

Nice to Have

Experience in ride-hailing, delivery, marketplace or other fast-growing tech operations
Experience helping build or choose WFM tooling together with a Product team
Python or automation skills for planning and reporting
Experience working across many time zones

About the Company

inDrive

Global ride-hailing platform with fare negotiation

inDrive operates a global mobility and urban services platform that connects passengers with independent drivers through a fare-negotiation system. Riders propose a trip price, and nearby drivers can accept, decline, or counteroffer, creating a peer-to-peer ride-hailing model. The service has expanded to intercity rides, delivery and cargo, groceries, advertising, and driver-focused fintech within its app. Unlike typical ride-hailing apps that use fixed fares, inDrive enables price negotiation and direct driver-rider interaction, and it pursues growth through a venture arm that funds ride-hailing-adjacent startups in emerging markets. This broader strategy aims to build a super-app for urban and gig-economy needs, with the goal of offering a wide range of mobility and urban services in 48 countries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $532M
Headquarters: Mountain View, CA
Founded: 2012

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