About Airalo
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
About you
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.
About the Role
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.
Responsibilities
- 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
Must Haves
- 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
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
At Airalo, we believe in roaming-free recruitment. Just as we provide clear connectivity for travelers, we provide clear salary ranges for our candidates. 🌍
Given this role is remote and available to candidates across some countries in Europe, this range represents the full salary range for this role across our available locations in the EU. To ensure equity based on where you reside we use a tiered location model:
📍 Spain: €46,000 - €62,000
Your Home Destination: 🛫 Specific salary ranges used in offers are determined by where you reside. We’re committed to discussing these ranges openly during your first call with our Talent to ensure we’re aligned for takeoff! 🎒✨
By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process, and will be strictly limited to what is allowed under the laws that are applicable to you. All data that you share or that we collect in connection with such checks will be processed in accordance with our Privacy Policy, available here: https://www.airalo.com/more-info/privacy-policy?srsltid=AfmBOooBT0rXAj1FaNelZ3VfN0wvhwzvAoxdtHnOKSVETpiSjiXVuycy
We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.
At Airalo, we use AI-assisted tools as part of our recruitment process. Your application will be reviewed using tools that help our recruiters analyze and organize CV information. These tools support, but do not replace, human judgment; all hiring decisions are made by humans. If you progress to an interview, we may use tools to generate AI-assisted notes - you can opt out of these. For more information on how we handle your data, please see our Privacy Policy: https://www.airalo.com/more-info/privacy-policy.