Manasi Chadha, Head of Customer Experience, India & South Asia

Prabhjeet Singh, Sr. Director India Operations

Nandini Maheshwari, Sr. Director, APAC Business Development

Megha Yethadka, Sr. Director, PgM Tech

Shilpa Bangera, Sr. Manager, Account Management, New York

Saskia de Jongh, Sr. Director, RGM, UberEats APAC

The Global Command Center Program Leader will own the AMERICAS region and lead the Global Command Center Function (Short Range Planning & Real Time) & collaborate with Regional WFM Team, Vendor Managers, Global Support Operations, and other Community Operations partners to drive performance across our BPO (outsourced center) network. The individual will lead a high performing team of Short Range Planning Managers & Real Time supporting US&C and LATAM Regions. This is an opportunity to help strengthen GCC processes, drive continuous improvement, and dig deep into the captivating and complex field of Uber support. What You'll Do : - Lead and develop a team of Short Range Planning Managers & Real Time Team to produce accurate long-term contact forecasts and achieve service level and efficiency targets across our BPO network - Keep key internal partners informed regarding performance for their region, and be the go-to POC for outsourced support for our Community Operations partners. Invest in partner relationships to build strong collaboration - Develop processes and build infrastructure for workforce management operational excellence - Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed - Identify trends and areas of improvement for vendor performance and implement processes to streamline the outputs - Investigate operational issues as needed and find scalable solutions, working cross-functionally with the appropriate teams - Provide analysis and recommendations to improve service levels and efficiency - Identify improvement opportunities in current processes, analyse set up, propose solutions - Support financial analytics and planning for BPO partners - Review and enhance existing reports based on evolving business requirements Basic Qualifications : - Bachelor's degree or equivalent work experience - 13+ years of working in customer service, investment banking, consulting, analytical or related experience; high-growth analytics or operations experience - 5+ years of people leadership experience and leading People Leaders Preferred Qualifications : - 10+ years of workforce management or forecasting experience - Graduate degree - Customer-centric focus with proven success in problem solving, teamwork, adaptability, planning, decision making, and data analysis. - Self-starter attitude - Google Studio experience preferred - Process improvement certification - Proven track record in project management - Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.) - Specialist in analytics (Google Suite or Excel)

Hyderabad

Uber - Program Leader - Global Command Center 

Uber - Program Leader - Global Command Center  ,Job Description for Uber - Program Leader - Global Command Center  in Uber in  Hyderabad for (10-18) years of experience. Apply Now!

Job Description for Uber - Program Leader - Global Command Center  in Uber in  Hyderabad for (10-18) years of experience. Apply Now!