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Workforce Management Forecasting Specialist IV

Workforce Management Forecasting Specialist IV

Uber

7 - 10 years

3 - 14 Lacs

hyderabad telangana india

Posted:20 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About The Role

At Uber, providing amazing customer support that establishes trust for riders, earner partners, eaters, and delivery partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.
As a key support role for your Region and WFM Program Manager, you will be involved in various activities to ensure the optimal functioning of designated programs. This includes collaborating with internal stakeholders through meetings, such as performance reviews, team meetings, and project updates. Additionally, you will engage in discussions with external stakeholders, particularly BPOs, regarding capacity management.
You will contribute to performance management and assist with data management tasks, including ensuring data accuracy across multiple sources. You will also review forecasts and gather insights for weekly capacity calls with BPO partners.
You will also help drive SLA management, reviewing historical and projected metrics, analysing performance data, and presenting observations to address efficiency gaps.
This role offers an opportunity to contribute to the success of the WFM Program, making a significant impact on operational efficiency and cost savings.

What The Candidate Will Need

Meetings with Internal Stakeholders:

Attend and participate in performance management discussions
Participate and support FTE governance process
Contribute to weekly business reviews

Meetings With External Stakeholders

Engage in discussions with BPO partners pertaining to capacity management
Participate in performance management discussions with external stakeholders

Program Management

Manage new LOB launches and footprint changes
Provide support for data required for Jira disputes
Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes

Data Management

Prepare WFM QBR data
Ensure WFM data sources and internal reports are up to date
Gather and organize insights from reviews for weekly capacity calls with BPO partners
Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D, and other internal/ad-hoc reports and project files

SLA Management

Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.)
Review projected capacity in BPOs and ensure alignment with provided forecasts
Gather insights from GCC for performance analysis and share with RCO as needed
Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc.
Provide clear insights and recommend actions to address any issues and improve efficiency metrics

Basic Qualifications

Experience in BPO Workforce Management
Advanced Capacity Planning Skills
BPO realtime management experience
Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders
Strong stakeholder management skills
Strong analytical and problem-solving skills with a keen attention to detail.
Ability to derive insights from data and recommend action
Ability to work independently and prioritise tasks effectively
Should be well versed with use of generative AI tools like Gemini, chatGPT etc.
Willing to work in shifts

Preferred Qualifications

In depth knowledge in Forecasting and Capacity Planning, Erlang, Occupancy, Service Level and ASA
Worked in a captive unit to manage outsourced BPO vendor partners
Working knowledge in Google Sheets/Excel/SQL/Tableau and Looker Studio
Experience in NICE IEX WFM tool

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