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Workforce Management Capacity Planning Specialist IV

Workforce Management Capacity Planning Specialist IV

Uber

2 - 7 years

9 - 13 Lacs

hyderabad

Posted:4 weeks ago| Platform:

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Skills Required

service level operational excellence networking staffing scheduling customer service forecasting operations sql capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

About Us:

The COE WFM team is a dynamic and rapidly expanding group that plays a crucial role in supporting all APAC COEs (Centers of Excellence)
As a highly visible team, we are committed to driving operational excellence and ensuring seamless customer experiences across our diverse COEs At the core of our support team are skilled Real-Time Analysts who actively monitor schedule adherence and SLA (Service Level Agreement) compliance Additionally, we are responsible for creating and maintaining CSR (Customer Service Representative) schedules, as well as overseeing hiring and capacity planning processes

If you are passionate about optimizing resource planning, ensuring operational efficiency, and delivering exceptional customer experiences, we invite you to apply for this exciting role in our WFM team
Join us as we strive to maintain service excellence and support our COE LOBs in achieving their goals

At Uber, Community Operations is at the forefront of revolutionizing how we handle rider and driver partner support on a global scale

We are looking for a highly skilled and proactive Capacity Planning Specialist to join our Workforce Management (WFM) team
As the Capacity Planning Specialist, you will play a crucial role in developing short-term and long-term strategic capacity plans that align with forecasted volume, shrinkage, and staffing requirements for our Center of Excellence (COE)

What the Candidate Will Need / Bonus Points

What the Candidate Will Do

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 the maintenance of 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

Basic Qualifications

Requirements:

Bachelors 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

Preferred Qualifications

Bonus Points for -

Experience with SQL and JIRA

Understanding of reporting and ACD systems

Multiple sites and networking capacity planning

2 Years expierence in WFM Capacity planning

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law

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Workforce Management Capacity Planning Specialist IV