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Greenlight Hub Workforce Management Leader

Community Operations
in Chicago, Illinois

About the Role

As the Greenlight Hub Workforce Management Lead, you will create workforce management standards in our Greenlight Hub locations across the US & Canada. The Greenlight hubs are a retail-like experience for our Uber driver partners where support is done face to face. You will be responsible for forecasting volume, determining capacity needs and working with the scheduling function in our driver support centers. This role will determine long term staffing needs and make headcount recommendations to meet volume and stay within budget. You will support the local hubs with providing scheduling standards using the Verint scheduling software.

What You'll Do

  • Forecast, plan and manage headcount needs across Greenlight locations in the US & Canada
  • Support local teams in scheduling Greenlight staff to match forecasted workload
  • Own the design and development of the Greenlight staffing model, WFM system implementation, and work schedule & work type design for a retail-like customer experience (incl. scheduled appointments vs walk-in management)
  • Provide visibility to local & regional teams into how work is being done and how service level expectations are being met
  • Continuously improve staffing processes and policies to increase efficiency and lower Greenlight operating costs
  • Partner collaboratively with our functional teams (HR, L&D, QA, Content, BPO Network) & drive alignment across our Greenlight network on staffing policies and processes (e.g. training schedules, QA assessments, HR process adherence)
  • Act as the key pivot between central/global WFM team and regional teams. Project manage roll-outs and elevate insights.
  • Up to 25% travel

What You'll Need

  • College degree or comparable work experience
  • Minimum of 5 years of cross-functional program management (WFM, operations, or process improvement)
  • Minimum of 2 years of WFM experience
    • To include implementation and ongoing maintenance of WFM software, schedules, development of ad-hoc reports, capacity planning, and forecasting
  • Minimum of 1 year of people management experience
  • Extensive experience with WFM software (Verint, IEX, Aspect, etc.)
  • Ability to understand, analyze and report on call center metrics
  • Proficient in Google Sheets & Excel
  • Strong organizational skills and the ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, fast-paced environment

Bonus Points For

  • WFM experience in a retail environment

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.