Uber - Manager - Workforce Management Short Range Planner - Global Command Center Team

About the Role

At Uber, providing amazing support that establishes trust for riders and driver partners- our community- is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. The Global Network Team is committed to building an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.

The Workforce Management Short Range Planner will be part of the Global Command Center team to focus on operational excellence across our network for both internal sites and BPO partners. You will create short range forecasts and do capacity planning for multiple countries, languages, modalities and products from Rides to Eats and everything in between. You will be responsible for providing short range forecast projections for volume and staffing. This position will work closely with the Scheduling and Real Time teams from both our internal centers and our BPO partners to determine trends and make recommendations. You will provide a comprehensive weekly intra-day plan to the customer service organization. Partnering with center management to ensure short term activities are aligned to meet key performance indicators. This is an opportunity to help build WFM process from the ground up, and dig deep into the fascinating and complex field of Uber support.

What You- ll Do - 

- Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers

- Using historical and current data along with available business intelligence, forecast interval and daily pattern distributions for contacts volume and AHT.

- Generate accurate short-range (1-30 days) projections

- Define short term staffing projections based on customer requirements, historical and future trends.

- Provide analysis and recommendations to improve staffing levels and efficiency.

- Maintain and analyze records of actual contact and staffing volumes compared to forecast.

- Understand reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.

- Utilize workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing utilization opportunities and take appropriate action necessary to delivering a comprehensive plan for meeting service performance objectives.

- Use Verint to run staffing scenarios, create intra-day plans, update arrival patterns, which factor in all workload and staffing inputs handled within the respective group while taking into account schedule limitations and input from business partners.

- Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed.

- Support multiple modalities from internal app support to phone to chat and social media

- Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.

- Must be able to work specific shifts and have ability to work across various time zones and regions.

What You- ll Need

- Super pumped. You are passionate about Uber and our mission, passionate about solutions, and love getting into the weeds on any and all issues.

- Data-driven and analytical. We run our business on facts and data. You are intellectually inquisitive and are capable and down to dive both a mile deep and wide when needed. Understanding queue theory is a plus.

- Naturally curious. You love learning how things work and you- re always looking for ways to innovate. You have the ability to self-serve, get the data and tell the story.

- Action-oriented. You have a strong bias for action, and can effectively balance the tension between swift execution, high quality work product, and long-term strategic thinking.

- Hustle. You are scrappy and have the ability to meet goals with limited time and resources.

- Excellent Communicator. You can distill complicated information into easy, understandable summaries to help keep our stakeholders in the loop and informed

Additional Experience and Requirements:

- Experience in working with Google Sheets/Excel

- Experience with Workforce Management software, Verint preferred

- 3+ years of workforce management or forecasting experience

- Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.

- Strong English language skills

- Self-starter attitude is a must!