Workforce & Reporting Team Lead

Help Us Build The Future of Travel

At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world.

Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy.

We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone.

Your Next Destination

• Location: Remote, anywhere in Spain.

• Contract: Full-time, permanent contrato indefinido via Deel (our employer of record in Spain).

• Benefits: Learn more about our benefits here in this link - https://airalo-public.notion.site/Benefits-25396a97ffca81fb9bc1f0be479f1be3?pvs=74

• Languages: English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async.

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