Workforce Manager
SupportAt Aviasales, our Customer Support team helps users when fast, high-quality assistance matters most. Our Workforce Management (WFM) team ensures that every support line has the right number of people with the right skills at the right time.
The WFM team currently consists of six people responsible for forecasting, scheduling, intraday resource management, timesheets, and other day-to-day operations.
We're looking for a leader who can take our WFM function to the next level of maturity. This isn't a role where you'll simply manage an established system. You'll work closely with Analytics and Operations to redesign processes, automate routine tasks, and select and implement the right tools.
What you'll be doing:
- lead the WFM team: establish clear roles, goals, KPIs, professional development, and cross-training;
- own forecasting accuracy and work with Analytics to improve forecasting models, regularly compare forecasts against actuals, and investigate variances;
- translate workload forecasts into staffing and working-hour requirements, hiring plans, schedules, and budgets;
- model different scenarios: demand spikes and disruptions, launches of new support lines and channels, process changes, automation, and reductions in manual work;
- automate scheduling, shift swaps, requests, timesheets, and reporting, and introduce self-service tools for the Support team;
- establish real-time management (RTM): workload monitoring, alerts, resource reallocation rules, and escalation procedures;
- build a transparent system of metrics covering forecasting, scheduling, resource utilization, and team performance;
- evaluate off-the-shelf WFM platforms and custom-built solutions, select the right approach, and lead implementation through to completion.
What we expect from you:
- 5+ years of experience in WFM or resource planning, including team leadership and end-to-end ownership of the WFM cycle, from forecasting to RTM;
- ability to not only manage the function but also work hands-on with calculations: validate data, identify discrepancies, and build models in Excel or Google Sheets;
- solid understanding of short-, medium-, and long-term forecasting methods and the ability to act as a strong business partner to Analytics;
- experience planning complex schedules across multiple support lines and channels, distributed teams, different skill sets, night shifts, vacations, and training;
- experience automating WFM processes and implementing or extensively configuring specialized WFM systems; the ability to select solutions based on business needs rather than being tied to a specific tool;
- knowledge of Russian labor legislation related to shift scheduling, summarized working time accounting, overtime, night shifts, northern allowances, and regional coefficients;
- experience developing teams through regular management practices, feedback, competency assessments, individual development plans, and knowledge sharing;
- ability to work in ambiguous environments: willingness to navigate imperfect processes and data, test hypotheses, and gradually build an effective system;
- experience collaborating closely with cross-functional teams, including Operations, Analytics, HR, C&B, and Engineering, and the ability to explain complex calculations in simple terms;
- experience using AI for data analysis, requirements documentation, reporting, and automation of recurring tasks;
- SQL skills are a plus.
How we work:
- work from anywhere in the world: no location restrictions, salary paid in USD, travel-loving culture;
- no bureaucracy: efficient processes, horizontal and open communication, quick idea discussion and decision-making;
- benefits compensation: private medical insurance, psychotherapy or language courses, sports activities, and sick leave.
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