City Operations, Operations & Launch in Hyderabad, India
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
The Global Command Center is responsible for various realtime and business analysis work to support our contact centers globally, both internal and external. We are looking for an experienced Command Center Manager to oversee both an internal and external command centers. The Command Center Manager will be responsible for executing on business continuity plans (BCP) in real time, overseeing the monitoring of events that may potentially impact service levels, and managing a team of RTAs, Short Range Forecasters and Reporting Analysts that will help with various admin tasks to support Uber WFM. This person will also be support the Head of the Global Command Center by aligning stakeholders like IT, internal outage control, and Uber Support Leaders with the strategy of the work being done by the Command Centers.
What You’ll Do
Develop and manage a team of Real Time Analysts, Short Range Planners and Reporting Analysts to support Uber across all regions
Maintain healthy queues by creating and implementing strong process standards
Actively monitor 24/7 operations in partnership with internal NOC
Execute on Business Continuity Plans (BCP)
Develop and scale process to manage real time risks to Uber Support
Create and manage an intake process for all admin work being asked of the Command Center
Provide network support for both internal and BPO contact centers
Have knowledge of the different RTA needs for each support modality we support
What You’ll Need
3+ years experience in a WFM Command Center
5+ years in Workforce Management with 3+ years managing a team
Knowledge of Google sheets, Excel, and Google slides
Excellent communication skills both written and verbal skills. Ability to influence others by using data
Excellent decision making skills in an environment with ambiguity regarding data and business conditions
High levels of stakeholder management
Experience in managing a 24/7 command center with monitoring incident management in multiple geographies
Ability to present to higher levels of management
Ability to work a flexible schedule needed
Up to 20% travel globally
Knowledge of additional programming languages to automate processes (e.g. Python)
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.