Manager, Workforce Management – Customer Service

Keeta; São Paulo; Presencial; BRL 100.000 - 150.000; Tempo integral

Resumo da oferta

Keeta, une entreprise innovante dans le domaine de la livraison de nourriture, recherche un Manager en Workforce Management pour optimiser la planification et la performance d'équipes dans un environnement dynamique. Vous serez responsable de la prévision, de la gestion des horaires et de l'analyse des performances tout en collaborant avec diverses équipes. Ce rôle requiert une expertise en WFM, une forte capacité d'analyse des données et d'excellentes compétences en communication, avec un cadre de travail stimulant et en pleine expansion.

Qualificações

• 5+ ans d'expérience en WFM dans un environnement de service client.
• Compétence dans les outils WFM et l'analyse de données.
• Bilingue en portugais et anglais.

Responsabilidades

• Prévoir et planifier la main-d'œuvre en utilisant des données historiques.
• Gérer les horaires et ajustements en temps réel des équipes.
• Analyser les performances et collaborer à l'amélioration continue.

Conhecimentos

Analyse de données

Collaboration

Prise de décision stratégique

Communication

Ferramentas

Genesys

Verint

Aspect

Power BI

Descrição da oferta de emprego

Manager, Workforce Management – Customer Service

Manager, Workforce Management – Customer Service

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong Middle East and now Brazil.

Are you a data-driven strategist with a passion for workforce planning, operational efficiency, and customer service excellence? If so, this is your chance to lead, innovate, and optimize workforce management at scale!

What You’ll Do:

Forecast & Plan – Use historical data and trends to develop short- and long-term workforce forecasts, ensuring optimal staffing and resource planning.

Scheduling & Real-Time Management – Design and optimize schedules, oversee real-time workforce adjustments, and lead BPO WFM teams to handle dynamic service demands.

Performance Analytics & Optimization – Track key KPIs (service levels, AHT, staff utilization), drive data-backed improvements, and collaborate with operations to enhance efficiency.

Tools & System Management – Implement and maintain WFM tools (e.g., Genesys, Verint, Aspect) while exploring automation and AI-driven optimizations.

Cross-Team Collaboration – Partner with operations, recruitment, training, and tech teams to align workforce strategies with business goals.

Why Keeta?

Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.

Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.

Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

5+ years of WFM experience in a customer service/contact center environment.

Proficiency in WFM tools like Genesys, Verint, or Aspect, plus strong data analytics skills (Power BI, etc.).

Strategic thinker with the ability to forecast, analyze, and adapt in a fast-paced setting.

Strong communicator & collaborator – able to work cross-functionally to drive workforce efficiency.

Proficiency in both Portuguese and English.

If you’re ready to take workforce management to the next level, apply now and be a key player in shaping the future of customer service operations!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst, Management, and Customer Service

• Industries

  Transportation, Logistics, Supply Chain and Storage, Information Services, and Technology, Information and Media

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