Keeta, an independent brand of Meituan, is redefining food delivery across Hong Kong, Saudi Arabia, Brazil, and the Middle East. As we continue to scale, we're looking for a Senior Workforce Management Specialist to drive workforce planning, operational efficiency, and resource optimization across our growing Customer Experience operations.
If you're passionate about workforce strategy, data-driven planning, and operational excellence, we'd love to hear from you!
What You'll Do
Workforce Planning & Forecasting
- Develop short- and long-term workforce forecasts based on historical trends, business demand, and operational insights.
- Optimize staffing strategies to ensure service quality, efficiency, and cost effectiveness.
Scheduling & Real-Time Management
- Design and optimize workforce schedules to meet dynamic customer service demands.
- Oversee real-time workforce adjustments and guide BPO WFM teams to maintain operational efficiency.
Performance Analytics & Optimization
- Monitor key KPIs including service levels, average handle time (AHT), utilization, and productivity.
- Translate workforce data into actionable insights and continuous improvement initiatives.
WFM Technology & Automation
- Leverage workforce management tools such as Genesys, Verint, or Aspect to improve planning and operational visibility.
- Explore AI-driven forecasting, automation, and analytics to enhance workforce efficiency.
Cross-Functional Collaboration
- Partner with Operations, Recruitment, Training, Technology, and BPO teams to align workforce strategies with business objectives.
What We're Looking For
- 5+ years of experience in Workforce Management within customer service, contact center, or BPO environments.
- Strong expertise in forecasting, capacity planning, scheduling, and real-time workforce management.
- Hands-on experience with WFM platforms such as Genesys, Verint, or Aspect.
- Strong analytical skills, including experience with Power BI, Excel, or similar reporting tools.
- Experience overseeing or collaborating with BPO workforce management teams.
- Strategic, data-driven mindset with the ability to optimize service levels, productivity, and operational costs.
- Interest in leveraging AI and automation to improve workforce planning is a strong advantage.
Why Join Keeta?
üåç Global scale, local impact ‚Äì Help shape workforce operations across one of the fastest-growing food delivery platforms in the Middle East.
üöÄ High ownership & impact ‚Äì Influence workforce strategy, planning frameworks, and operational performance at scale.
ü§ñ Innovation & technology ‚Äì Explore AI-driven forecasting, automation, and advanced workforce management solutions.
üìà Accelerate your career ‚Äì Collaborate with talented international teams and grow in a dynamic, high-performance environment.
