Workforce Planning & Performance Manager

About Taager

Taager is the first B2B startup focused on social sellers and merchants. We are democratizing the social e-commerce space by enabling budding as well as seasoned entrepreneurs to sell online with no required capital, inventory, or operational experience. We have our Merchants covered from merchandising, warehousing, shipping, cash collection, and customer service.

Founded in 2019 with a team of 8, we have grown to over 350 employees across Egypt, KSA, and the UAE. We serve more than 34,000 social e-commerce sellers from incredibly diverse backgrounds—from students earning a part-time income to ambitious digital marketing experts looking to become solo entrepreneurs. Our sellers benefit from access to over 2,500 highly marketable products.

Our people are driven by our mission and motivated by our desire to deliver the most seamless customer experience in the MENA region.

Our Mission & Vision

• Our Mission: To empower anyone to start and scale their e-commerce business.
• Our Vision: We envision a world where everyone has the opportunity to sell online, make a living, and even get rich in an easy and low-risk environment. A world where the magic of technology becomes accessible to the most talented of Merchants.

About the Role

As the Workforce Manager for the Experience team, you will be responsible for optimizing the efficiency and effectiveness of the team's operations. You will play a key role in scheduling, forecasting, and managing the team's workload to ensure that customer service levels are met and exceeded.

Key Responsibilities

• Workforce Planning: Develop and implement workforce planning strategies to ensure adequate staffing levels and optimize resource allocation.
• Scheduling: Create and manage schedules for the customer service team, taking into account peak demand periods and team availability.
• Forecasting: Analyze historical data and trends to forecast future workload and staffing needs.
• Performance Management: Monitor team performance against key performance indicators (KPIs) and identify areas for improvement.
• Real-time Management: Monitor real-time customer service metrics and make adjustments as needed to optimize performance throughout the day.
• Capacity Planning: Ensure the team has the capacity to handle peak workloads and proactively avoid operational bottlenecks.
• Technology Utilization: Leverage workforce management (WFM) software and other analytical tools to improve planning efficiency and accuracy.
• Collaboration: Work closely with other departments to ensure alignment and coordination of cross-functional operations.

Qualifications

• Experience: Minimum of 3 years in a supervisory workforce management role.
• Analytical Prowess: Strong analytical and problem-solving skills with a data-driven mindset.
• Technical Proficiency: Advanced knowledge of workforce management software and tools.
• Communication: Excellent communication and interpersonal skills to collaborate with diverse teams.
• Resilience: Proven ability to work under pressure and meet tight deadlines in a fast-paced startup environment.
• Detail-Oriented: Exceptional attention to detail and accuracy in data management.

Preferred Skills

• Experience working specifically in a contact center or high-volume support environment.
• Deep knowledge of customer service best practices and industry benchmarks.