Senior Specialist, Workforce Management (Customer Service)

Keeta; São Paulo; On-site; BRL 180,000 - 280,000; Full time

Job summary

Keeta is seeking a seasoned Workforce Management lead to forecast staffing needs, design schedules, and guide WFM teams across markets. You will drive KPI tracking, optimize tool usage, and collaborate with operations to align staffing with business goals.

The role emphasizes strategic thinking, strong communication, and hands-on management of WFM platforms to scale a fast-growing global delivery platform.

Qualifications

• 5+ years of workforce management experience in a customer service or contact center environment.
• Proficiency in workforce management tools such as Genesys, Verint, or Aspect, along with strong data analytics skills (e.g., Power BI).
• Strategic thinking with the ability to forecast, analyze, and adapt in a fast-paced environment.
• Strong communication and cross-functional collaboration skills to drive workforce efficiency.

Responsibilities

• Develop short- and long-term workforce forecasts based on historical data and trends, ensuring optimal staffing and resource planning.
• Design and optimize schedules, oversee real-time workforce adjustments, and lead BPO WFM teams to manage dynamic service demands.
• Track key performance indicators such as service level, average handle time, and staff utilization, and drive data-backed improvements in collaboration with operations teams.
• Implement and maintain workforce management tools (e.g., Genesys, Verint, Aspect) while exploring automation and AI-driven optimizations.
• Partner with operations, recruitment, training, and technology teams to align workforce strategies with business goals.

Skills

Workforce management

Forecasting

Data analytics

Cross-functional collaboration

Communication

Tools

Genesys

Verint

Aspect

Power BI

Job description

Keeta, the international subsidiary of global delivery leader Meituan, is driven by a clear mission: We help people eat better, live better. Building on our parent company's 16 years of technological and operational expertise mastered in China, we are leading a global transformation in food and consumer product delivery. Since our start in 2023, Keeta has focused on creating value for every part of the communities we serve. We provide a reliable experience for consumers, enhance technology and operations for restaurants, and create more earning opportunities and greater safety for courier partners. This commitment to shared progress drives our journey from Hong Kong, China, across the Middle East and into Brazil, with the world ahead.

What You'll Do

• Develop short- and long-term workforce forecasts based on historical data and trends, ensuring optimal staffing and resource planning.
• Design and optimize schedules, oversee real-time workforce adjustments, and lead BPO WFM teams to manage dynamic service demands.
• Track key performance indicators such as service level, average handle time, and staff utilization, and drive data-backed improvements in collaboration with operations teams.
• Implement and maintain workforce management tools (e.g., Genesys, Verint, Aspect) while exploring automation and AI-driven optimizations.
• Partner with operations, recruitment, training, and technology teams to align workforce strategies with business goals.

What We Need From Yo

• 5+ years of workforce management experience in a customer service or contact center environment.
• Proficiency in workforce management tools such as Genesys, Verint, or Aspect, along with strong data analytics skills (e.g., Power BI).
• Strategic thinking with the ability to forecast, analyze, and adapt in a fast-paced environment.
• Strong communication and cross-functional collaboration skills to drive workforce efficiency.

What Makes This Role Exciting

• Lead workforce management at scale for one of the fastest-growing food delivery platforms in the Middle East, in a market that is expanding rapidly.
• Own the full WFM stack — from forecasting and scheduling to tooling and analytics — with real influence on how the business operates.
• Build and lead BPO WFM teams across markets, shaping workforce strategy from the ground up.

Why Join Keeta

• Global scale, local impact — Keeta is Meituan's international arm, backed by 16 years of technology and operational expertise, and one of the fastest-growing food delivery platforms in the Middle East.
• Real ownership from day one — You'll lead WFM teams, shape workforce infrastructure, and directly influence how the business plans and operates at scale.
• Work with top talent globally — Collaborate with teammates from over 40 countries in a fast-moving, high-performance environment.
• Accelerate your career — We move fast, operate across multiple markets, and give ambitious people the space to grow beyond what a traditional role could offer.