Daraz-PK-Head-WFM, QA & Training

• Lead the capacity planning and budgeting for the Customer Care team. • Manage the P&L, identify cost saving initiatives and drive efficiencies. • Drive key productivity metrics within the live channel teams to boost operational performance. • Conduct quality audits as per the 5LS framework to enhance service levels. • Drive a continuous improvement mindset in the team by deriving insights from compliance and quality audits. • Develop and execute the training strategy for the Customer Care team. • Work closely with the BPO’s in multiple markets to foster a strong partnership and ensure consistent deliverables. • Ensure close coordination with internal HR, Finance and Procurement Business Partners.

• Bachelor’s degree in Supply Chain, Economics, Business Management or a related field. • 8–12 years of experience in customer service, planning or BPO roles. • Having both a strategic and tactical lens to drive key business initiatives and ensure smooth operations. • Strong Excel, CRM and data handling skills with attention to detail. • Ability to interpret performance data and convert them into actionable plans that drive optimization. • Organized, proactive, and comfortable in working with cross-functional teams across ventures. • Exposure of working with external stakeholders. Ideally third-party service providers such as BPO’s.