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Workforce Management Program Specialist

4 years

0 Lacs

Hyderabad Telangana India

Posted:4 days ago| Platform: Linkedin logo

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Skills Required

management support cornerstone network data forecasting planning metrics analysis reporting analyze service efficiency deployment monitoring collaboration jira consulting analytics engineering excel sql software communication teamwork adaptability swift

Work Mode

On-site

Job Type

Full Time

Job Description

About The Role

At Uber, providing exceptional support that fosters trust among riders, eaters, couriers, and driver-partners is a cornerstone of our product experience. Our Global Support Operations Team is dedicated to building a seamless, efficient network that resolves community concerns promptly and comprehensively.We are seeking a

WFM Program Specialist

to conduct WFM activities across various regions, including US&C, LatAm, EMEA, and APAC but with focus in the US&C . This role focuses on launching new products, driving operational excellence, and enhancing Uber's support capabilities through data-driven insights and strategic initiatives.
  • What the Candidate Will Do ----
  • Develop and Implement WFM Processes: Establish and optimize WFM processes and infrastructure to ensure operational excellence across our BPO network.
  • Demand Forecasting and Capacity Planning: Review demand forecasts, review vendor performance, and adjust capacities to meet SLA requirements.
  • Stakeholder Management: Maintain strong relationships with internal and external stakeholders, negotiate scope and deadlines, and keep them informed of performance metrics and operational challenges.
  • Data Analysis and Reporting: Collect and analyze historical contact volume and AHT data to identify trends and provide recommendations for improving service levels and efficiency.
  • Cost Efficiency: Evaluate cost impacts on the Customer Operations P&L, and recommend the best tools, channels, processes, and partners to achieve maximum cost efficiency.
  • New Product Launches: Support the deployment, monitoring, and stabilization of new products and projects, ensuring a smooth transition to BAU operations within the WFM team.
  • Operational Issue Resolution: Investigate operational issues and develop scalable solutions in collaboration with cross-functional teams.
  • Performance Analysis and Recommendations: Provide analysis and recommendations to improve service levels and efficiency, ensuring that emerging trends are captured and addressed.
  • Program Management: Support new LOB launches and footprint changes, support data requirements for Jira disputes, and contribute to projects that improve business efficiency.
  • Basic Qualifications ----

Experience

  • 4+ years of workforce management or forecasting experience.
  • 3+ years in customer service, investment banking, consulting, or related fields; experience in high-growth analytics or operations is a plus.

Education

  • Bachelor's degree in Economics, Business, Engineering, or other quantitative focus; a graduate degree is preferred.
  • Preferred Qualifications ----

Skills

  • Strong data-driven and analytical skills with a deep understanding of queue theory.
  • Proficiency in Google Sheets/Excel; SQL experience is preferred.
  • Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect) is a strong plus.

Attributes

  • Passion for Uber's mission and a solutions-oriented mindset.
  • Excellent communication skills, capable of distilling complex information into understandable summaries.
  • A self-starter attitude with demonstrated success in problem-solving, teamwork, adaptability, and decision-making.
  • Ability to balance swift execution with high-quality work and long-term strategic thinking.
  • Strong customer-centric focus and the ability to manage goals with limited time, data, and resources.

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Uber

Technology, Information and Internet

San Francisco California

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