Senior Workforce Management Specialist

Job description

About the employer and the Role the employer, an independent brand of Meituan, is expanding its food delivery operations across Hong Kong, Saudi Arabia, Brazil, and the Middle East. We are seeking a Senior Workforce Management Specialist to contribute to workforce planning, operational efficiency, and resource optimization within our Customer Experience operations in Riyadh, Saudi Arabia. This is a full-time position requiring 5-10 years of relevant experience. Key Responsibilities Develop short-term 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. 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. Monitor key performance indicators (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 to improve planning and operational visibility. Explore AI-driven forecasting, automation, and analytics to enhance workforce efficiency. Partner with Operations, Recruitment, Training, Technology, and BPO teams to align workforce strategies with business objectives. Qualifications and Requirements 5-10 years of experience in workforce management or a related field. Demonstrated strategic and 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 considered an advantage. Proficiency in workforce strategy, data-driven planning, and operational excellence. Work Environment and Impact This role offers the opportunity to influence workforce strategy, planning frameworks, and operational performance at scale within one of the fastest-growing food delivery platforms in the Middle East. The specialist will collaborate with international teams in a dynamic, high-performance environment, contributing to global scale operations with local impact. Innovation and Career Development The position involves exploring AI-driven forecasting, automation, and advanced workforce management solutions. This role provides an opportunity for career acceleration through collaboration with talented international teams and engagement in a dynamic, high-performance environment

Requirements

• · This is a full-time position and requires 5-10 years of related experience
• · Qualification Requirements and Requirements 5-10 years of experience in workforce management or a related field

Skills