Global Head of Workforce Planning & Real-Time Ops

foodpanda Malaysia Sdn Bhd (Corporate Office); Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading food delivery platform seeks a Head of Workforce Management to lead the global workforce management across multiple regions including EU and APAC. The role involves strategizing and implementing operational models for customer service and performance analytics. Ideal candidates should have 8–12 years of experience in workforce management with strong skills in forecasting, capacity planning, and stakeholder management. This is a pivotal role in ensuring efficiency and cost control in a fast-growing environment.

Benefits

Flexible working hours

Health benefits

Professional development opportunities

Qualifications

• 8–12+ years in Workforce Management, with at least 5 years leading across multiple regions.
• Strong experience in forecasting, scheduling, capacity planning, and real‑time operations.
• Experience in managing multi-language, multi-country customer operations.

Responsibilities

• Lead the end‑to‑end transformation of WFM across multiple regions.
• Own volume forecasting across all regions using business drivers.
• Oversee partner performance and ensure cost optimization.

Skills

Forecasting

Capacity Planning

Analytical Capability

Stakeholder Management

Transformational Leadership

Tools

CRM systems

Telephony systems

BI tools

SQL

Excel

Job description

A leading food delivery platform seeks a Head of Workforce Management to lead the global workforce management across multiple regions including EU and APAC. The role involves strategizing and implementing operational models for customer service and performance analytics. Ideal candidates should have 8–12 years of experience in workforce management with strong skills in forecasting, capacity planning, and stakeholder management. This is a pivotal role in ensuring efficiency and cost control in a fast-growing environment.