Workforce & Reporting Team Lead

2 hours, 38 minutes ago
Full-time
Lead
Business Intelligence
Airalo

Airalo

Airalo is the world's first eSIM store offering travelers access to eSIMs in 200+ countries & regions at affordable prices. With Airalo, travelers can manage their eSIMs, top up on the go, and enjoy pain-free connectivity while traveling. Say goodbye t...

Airlines
51-250
Founded 2019
$67M raised

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 work with Vendor Managers to address staffing inefficiencies.
  • Own operational reporting dashboards and ensure KPI consistency and accuracy across teams.
  • Maintain a single source of truth for operational performance metrics and turn data into leadership insights.
  • 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 such as Power BI and Tableau.
  • Strong advanced Excel skills.
  • Experience defining and maintaining KPI frameworks and reporting standards.
  • SQL proficiency for data validation and analysis is preferred.
  • Experience managing teams in a fast-scaling or high-ambiguity environment is preferred.
  • Strong stakeholder management and cross-functional influencing skills are preferred.
  • Automation experience in reporting and workforce tracking is preferred.
  • Comfortable communicating in English in meetings and async work.
  • Full-time, permanent contract in Spain via Deel.

Benefits

  • Remote work from anywhere in Spain.
  • Full-time, permanent contrato indefinido via Deel.
  • Salary range in Spain: €46,000 - €62,000.
  • Clear, location-based salary model with open discussion during the hiring process.
  • Access to Airalo benefits package.
  • Flexible, fully remote work environment.
  • Opportunity to grow and take on new challenges in a fast-scaling global company.

Interested in this position?

Apply directly on the company website

Apply Now

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