About this Workforce & Reporting Team Lead role at Airalo

Airalo · Remote · Spain

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

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! 🎒✨

Why People Join Us In Spain

We started Airalo to make staying connected effortless, wherever you are in the world. Today, millions of travelers rely on our eSIMs, and many of the people building the product were customers first.

Our team is united by a shared belief that great work happens when people are trusted to own what they do. As Airalo continues to grow, so do the opportunities to learn, take on new challenges, and make a real impact.

For many of our teammates in Spain, it's the combination of stability, flexibility, and genuine work-life balance that makes Airalo feel like home.

Before You Hit Apply

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: 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.

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