Workforce & Capacity Planning Manager

About Tamara

Tamara is the leading fintech platform to shop, pay and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others.

About the Role

We are hiring a Workforce and Capacity Planning Manager to lead Tamara’s forecasting, staffing, and Workforce Management (WFM) operations across multiple GCC markets. This is a strategically important role responsible for building accurate forecasts, ensuring optimal staffing, and maintaining operational stability across all service channels.

Beyond long-term capacity planning, the role also oversees the full WFM function—including scheduling, intraday management, adherence, shrinkage control, and real-time service level protection.

You will oversee a multi-layered WFM structure consisting of Workforce Analysts, a Real-Time Monitoring Team Lead, and Real-Time Analysts. Your leadership will guide the full WFM lifecycle—from long-term forecasting and capacity modelling to intraday performance management and service level protection.

This role reports to the Senior Manager, Operational Excellence and partners closely with Operations, Finance, Product, Training, and Talent Acquisition.

What You Will Lead

• Capacity & Demand Planning

• Build and own short-term, medium-term, and long-term capacity models for phone, chat, email, and back-office workloads.

• Analyze historical patterns, seasonality, merchant behavior, marketing events, and product adoption to forecast future demand.

• Improve forecast accuracy through data enrichment, variance analysis, and scenario testing.

• Workforce Management Strategy

• Translate forecasts into staffing requirements, shift patterns, roster plans, and interval-level coverage models.

• Optimize agent allocation across markets, teams, and channels.

• Partner with Talent Acquisition and Finance to align hiring with forecasted needs.

• Real-Time Operations Leadership

• Oversee RTM governance, escalation protocols, interval staffing adjustments, and adherence management.

• Ensure proactive responses to SL risks, spikes, outages, and unplanned events.

• Maintain operational stability across all GCC markets.

• Performance, KPIs & Operational Insights

• Own WFM KPIs including service levels, forecast accuracy, occupancy, shrinkage, off-queue metrics, and productivity ratios.

• Identify root causes behind performance variances and recommend corrective actions.

• Provide insights that influence staffing strategy, budget cycles, and operational design.

• Tooling, Automation & Data Excellence

• Leverage WFM platform, BI tools, and real-time dashboards to drive accurate forecasting and operational visibility.

• Improve workflows and planning processes to enhance efficiency and accuracy.

• Partner with Product & BI teams on data quality and system integrations.

• Cross-Functional Collaboration

Work closely with:

• Operations: SL management, staffing execution, shrinkage control

• Finance: budget planning, labor cost optimization

• Product: forecasting for new features, launches, and merchant onboarding

• Training & Content: ensuring readiness for volume surges

• Talent Acquisition: hiring planning and lead time management

You will be the central point for how staffing decisions are made and how service levels are protected.

What You Bring

• Bachelor’s degree in Business, Statistics, Operations Research, Industrial Engineering, or a related field.

• 7+ years of Workforce Management & Capacity Planning experience in a high-volume support environment; experience should include managing those teams. .

• Strong understanding of forecasting models, staffing methodologies, shrinkage modelling, and multi-channel WFM operations

• Proficiency in Excel/Sheets, BI tools (Tableau), and WFM systems (Genesys, NICE, Verint, Calibrio)

• Experience leading analysts or RTM teams

• Ability to convert complex data into actionable operational decisions

• Excellent communication and stakeholder management skills

• Strong ownership, detail orientation, and organizational discipline

• Experience across multiple markets or vendor environments is a plus

• Experience in fintech, e-commerce, SaaS, BPO, or hyper-growth tech is advantageous

Why Join Us

• Lead the complete WFM function for a hyper-growth fintech serving millions of customers

• Build and scale forecasting engines across multiple GCC markets

• High visibility and direct influence on decision-making across operations, finance, and product

• Opportunity to shape WFM/ CP processes, tools, and governance from a position of ownership

• Competitive compensation, growth opportunities, and a culture that values autonomy, clarity, and excellence