Workforce & Reporting Team Lead

TL;DR

Workforce & Reporting Team Lead (Support Operations): Leading the workforce management and reporting function for internal and BPO support teams with an accent on forecasting, capacity planning, and real-time performance management. Focus on building a high-performing team, driving automation in operational workflows, and translating complex data into actionable insights for leadership.

Location: Remote-first, available to candidates based in Europe (specifically Spain mentioned)

Salary: €46,000 - €62,000 (for Spain)

Company

hirify.global is a global connectivity provider offering eSIM solutions for travelers worldwide.

What you will do

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

Requirements

• Must be based in Europe to be eligible for this role.
• 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) and advanced Excel.

Nice to have

• SQL proficiency for data validation and analysis.
• Experience managing teams in a fast-scaling or high-ambiguity environment.
• Strong stakeholder management and cross-functional influencing skills.
• Automation experience in reporting and workforce tracking.

Culture & Benefits

• Health insurance and annual wellness & learning credits.
• Work-from-anywhere stipend.
• Annual all-expenses-paid company retreat in a gorgeous destination.
• Remote-first culture with a focus on clear communication and equity.