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Workforce Management Capacity Planning Specialist IV

Workforce Management Capacity Planning Specialist IV

Uber

1 - 5 years

0 Lacs

hyderabad telangana

Posted:3 weeks ago| Platform: Shine logo

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Skills Required

capacity planning resource planning operational efficiency customer experience forecasting analytical skills communication skills interpersonal skills sla management sql jira problemsolving workforce management tools

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview You will be joining the Workforce Management (WFM) team at Uber as a Capacity Planning Specialist. In this role, you will be responsible for developing strategic capacity plans aligned with forecasted volume, shrinkage, and staffing requirements for the Center of Excellence (COE). Your proactive approach and analytical skills will be key in ensuring operational efficiency and delivering exceptional customer experiences. Key Responsibilities - Collaborate with LOB leaders, program teams, site operations, recruiting, finance, and training to formulate effective resource planning strategies. - Proactively offer transformational advice, key insights, and solutions to address staffing and volume concerns. - Stay updated on all upcoming LOB forecasting changes and initiatives to ensure proper capacity for successful SLA achievement. - Generate timely hiring plans based on accurate workload forecasts. - Analyze and identify areas for improvement in shrinkage, utilization, and handle times, and present findings to key stakeholders. - Hold regular HC planning meetings with stakeholders to stay informed about upcoming team movements, attrition, and hiring needs. - Work closely with the WFM strategy and forecasting team to plan for upcoming volume changes and strategies. - Continuously validate the capacity model using seasonality and COE behavioral trends. - Collaborate with the WFM scheduling team to ensure appropriate staffing coverage for operational hours and arrival patterns. Qualification Required - Bachelor's degree in Business, Management, or a related field (or equivalent experience). - Proven experience in capacity planning, preferably in a contact center or customer service environment. - 2+ Years of WFM experience with 1+ years of experience working for a similar role. - Excellent analytical skills with the ability to interpret complex data and provide actionable insights. - Strong proficiency in using workforce management tools like IEX and techniques. - Exceptional communication and interpersonal skills to collaborate effectively with diverse stakeholders. - Proactive problem-solving abilities, with a focus on finding innovative solutions. - Familiarity with SLA and performance metrics in a contact center setting. - Detail-oriented and organized, capable of managing multiple tasks and priorities. - Adaptability and the ability to thrive in a dynamic and fast-paced work environment.,

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Workforce Management Capacity Planning Specialist IV