Workforce & Reporting Team Lead

Alo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect.

Check out more information about Airalo in our Public Handbook: https://airalo-public.notion.site/airalo-public-handbook

We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.

Position: Full-time / Employee

Location: Remote-first

Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits

The Workforce & Reporting Team Lead is responsible for leading the Workforce Management and Reporting function for the Support organization, covering both internal teams and external BPO partners. This role ensures accurate forecasting, capacity planning, real-time workforce management, and reliable operational reporting to support effective decision-making across the business. As a functional lead, you will also be responsible for developing and elevating a high-performing team of WFM and Reporting specialists in a fast-scaling environment.

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 partner with Vendor Managers to resolve staffing inefficiencies

Own operational reporting dashboards, ensuring consistency and accuracy of KPIs across all teams

Maintain a single source of truth for operational performance metrics and translate data into actionable insights for leadership

Lead, develop and performance manage a team of WFM and Reporting specialists

Drive automation initiatives and identify inefficiencies in forecasting, staffing, and reporting workflows

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 (Power BI, Tableau)

Strong advanced Excel skills

Experience defining and maintaining KPI frameworks and reporting standards

SQL proficiency for data validation and analysis

Experience managing teams in a fast-scaling or hig…