Senior Workforce Management Specialist

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 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.
• 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.