Community Operations, Global Community Operations in Taguig City, Philippines
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
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 Lead Analyst will work with the APAC Workforce Leader to focus on operational excellence across our BPO network. 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. As a senior level analyst, you will be responsible for creating workable solutions to workforce management issues. The position will act as a program lead for forecasting and capacity planning. You will need to act as an internal Uber consultant for WFM.
What You’ll Do
Develop processes and build infrastructure for workforce management operational excellence.
Review vendor performance and implement processes and metrics to ensure staffing is aligned with need
Develop long range capacity planning models to align with forecasted needed
Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured. Make recommendations to meet service delivery requirements.
Provide analysis and recommendations to improve service levels and efficiency.
Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed.
Help keep key internal stakeholders informed of performance for their regions, and be the go-to POC for outsourced support for our Operations/Product partners.
Perform modifications and enhancements on existing reports based on evolving business requirements.
Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.
Drive analysis on regional projects and important strategic decisions to raise the bar on the support experience for our riders, partner drivers, couriers, eaters and restaurants.
Prepare and present executive presentations to EMEA leadership using data and analytics to tell a compelling story
Support and develop special projects both regionally and globally
Some travel required
Bachelor’s degree in Economics, Business, Engineering, or other quantitative focus
3+ years of Workforce Management, Forecasting, Statistical Analysis or related experience
Strong written and verbal communication skills
Proficient at leading meetings and facilitating information exchange with internal and external business partners
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
Sound decision making skills that demonstrate originality, flexibility and resourcefulness
Self-starter attitude is a must!
Prior experience with Workforce Management software (e.g., Verint, NICE, IEX, Aspect, etc.) a strong plus
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.