Senior WFM Strategist: Global Ops & AI Forecasting

Keeta; Riyadh; On-site; SAR 279,000 - 446,000; Full time

Job summary

Keeta, an independent brand of Meituan, is redefining food delivery across the Middle East. We’re seeking a Senior Workforce Management Specialist to drive forecasting, scheduling, and real-time optimization for our growing Customer Experience operations.

Lead data-driven planning, partner with Operations and BPO teams, and use Genesys, Verint, Aspect, Power BI, and Excel to improve service levels, productivity, and costs at scale.

Qualifications

• 5+ years of experience in Workforce Management within customer service or BPO.
• Expertise in forecasting, capacity planning, scheduling, and real-time WFM.
• Hands-on experience with WFM platforms like Genesys, Verint, or Aspect.
• Strong analytical skills with Power BI, Excel, or similar reporting tools.
• Experience collaborating with BPO WFM teams.
• Strategic, data-driven mindset to optimize service levels and costs.
• Interest in AI and automation for workforce planning.

Responsibilities

• Develop short- and long-term workforce forecasts based on trends and demand.
• Optimize staffing strategies to balance service quality and cost.
• Design and optimize workforce schedules for dynamic demand.
• Oversee real-time adjustments and guide BPO WFM teams.
• Monitor KPIs: service levels, AHT, utilization, and productivity.
• Translate data into actionable insights and continuous improvements.
• Leverage WFM tools to improve planning and visibility.
• Explore AI-driven forecasting, automation, and analytics.

Skills

Forecasting

Capacity planning

Scheduling

Real-time workforce management

Tools

Genesys

Verint

Aspect

Power BI

Excel

Job description

Keeta, an independent brand of Meituan, is redefining food delivery across the Middle East. We’re seeking a Senior Workforce Management Specialist to drive forecasting, scheduling, and real-time optimization for our growing Customer Experience operations.

Lead data-driven planning, partner with Operations and BPO teams, and use Genesys, Verint, Aspect, Power BI, and Excel to improve service levels, productivity, and costs at scale.