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?

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.