Egypt Job Openings
Taager
Workforce Planning Manager
Cairo
FULL TIME
October 30, 2024
About Taager
Taager is the first B2B startup focused on social sellers- 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.
In 2019 we started as a team of 8 people, now we are over 350 employees across Egypt, KSA and the UAE. We serve more than 34K social e-commerce sellers from incredibly diverse backgrounds – from students earning a part-time income to highly ambitious digital marketing experts looking to become solo entrepreneurs. The sellers on our platform benefit from access to 2,500+ highly marketable products. Our people are driven by our mission and motivated by our desire to deliver the most seamless customer experience to the sellers on our platform. With a continuous focus on quality and execution, we are changing the social e-commerce landscape in the MENA region!
Our Mission
Our mission is 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.
Key Responsibilities:
Taager is the first B2B startup focused on social sellers- 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.
In 2019 we started as a team of 8 people, now we are over 350 employees across Egypt, KSA and the UAE. We serve more than 34K social e-commerce sellers from incredibly diverse backgrounds – from students earning a part-time income to highly ambitious digital marketing experts looking to become solo entrepreneurs. The sellers on our platform benefit from access to 2,500+ highly marketable products. Our people are driven by our mission and motivated by our desire to deliver the most seamless customer experience to the sellers on our platform. With a continuous focus on quality and execution, we are changing the social e-commerce landscape in the MENA region!
Our Mission
Our mission is 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.
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.
- Capacity Planning: Ensure that the team has the capacity to handle peak workloads and avoid bottlenecks.
- Technology Utilization: Leverage workforce management software and other tools to improve efficiency and accuracy.
- Collaboration: Collaborate with other departments to ensure alignment and coordination of operations.
- Proven experience in workforce management or a related field, at least 3 years in a supervisory role in workforce.
- Strong analytical and problem-solving skills.
- Proficiency in workforce management software and tools.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and meet deadlines.
- Strong attention to detail and accuracy.
- Experience working in a contact center environment.
- Knowledge of customer service best practices.
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