Manager, Workforce Management – Customer Service

We’re Hiring: 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. What We’re Looking For ✔ 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. Location: São Paulo, Brazil 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!

Location: Brasil, BR

Posted Date: 6/22/2025