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Workforce Planning Manager

Community Operations
in Sydney, Australia

About the Role

As the Greenlight Hub Workforce Planning Manager, you will create workforce management standards in our Greenlight hub locations across ANZ. 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 validating forecasted volume, determining capacity needs and creating schedules in our driver and courier support centers. This role will determine long term staffing needs and make headcount recommendations to meet volume and stay within budgets. You will support the local hubs with providing scheduling standards using the Verint scheduling software. You will also manage a small team of WFM analysts.

What You'll Do

  • Forecast, plan and manage headcount needs across all Greenlight locations in ANZ
  • Support local teams (GL Supervisors and Managers) in scheduling ~250 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 managing roll-outs and elevating insights
  • Up to 25% travel

What You'll Need

  • Bachelors degree (business, math, and statistics) or comparable work experience
  • Minimum of 5 year contact center experience and 3 years WFM experience is expected, but we will consider candidates with less experience if they meet our other requirements
  • Workforce Management experience including implementation, ongoing maintenance of schedules and staffing database, and the development of ad-hoc reports Extensive experience with WFM Software (Verint, IEX, Aspect, etc.)
  • 2 or more years of management experience
  • Ability to understand, analyze and report on call center metrics

  • Proficient in MS Excel, Google Sheets

  • 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

About the Team

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 Workforce Management team is committed to building a global network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.

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.