Senior Workforce Management Specialist

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 DoWorkforce Planning & ForecastingDevelop 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 ManagementDesign 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 & OptimizationMonitor key KPIs including service levels, average handle time (AHT), utilization, and productivity.Translate workforce data into actionable insights and continuous improvement initiatives.WFM Technology & AutomationLeverage 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 CollaborationPartner with Operations, Recruitment, Training, Technology, and BPO teams to align workforce strategies with business objectives.What We're Looking For5+ 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?🌍 Global scale, local impact – Help shape workforce operations across one of the fastest-growing food delivery platforms in the Middle East.🚀 High ownership & impact – Influence workforce strategy, planning frameworks, and operational performance at scale.🤖 Innovation & technology – Explore AI-driven forecasting, automation, and advanced workforce management solutions.📈 Accelerate your career – Collaborate with talented international teams and grow in a dynamic, high-performance environment.