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Workforce Sr Scheduler

Community Operations
in Taguig City, Philippines

About the Role

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Workforce Management Sr Scheduler (you!) to provide lead the Capacity Planning, Scheduling, Real Time Management teams located in the COE, supporting the Community Operations network across the US&C, APAC and EMEA. Your decisions as a leader while partially based on direction from executive leadership will largely be based on your detailed understanding of call center financials and a clear understanding of business needs. This will be a managerial role where you are asked to balance managing and developing your team with executing the broader WFM strategy.

What You'll Do

  • * Help maintain capacity plan for BAU LOBs and review new requisitions for new LOBs
    • Gather and analyze long range plans from regional WFM teams on a weekly/monthly basis
    • Analyze forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing
    • Evaluate enterprise staffing needs and weigh against effectiveness of available capacity within enterprise and with external partner sites
    • Recommend capacity plan that maximizes capacity and performance
    • Ensure leadership team & real time team are aware of unmitigated capacity shortages that will put key performance indicators at risk
    • Evaluate performance against the established plan on a daily/weekly basis and provide insights to stakeholders on its effect to the planned capacity
    • Maintain accurate headcount numbers and hire plan data
    • Facilitate meetings with senior management team and other stakeholders
    • Present analytical data to senior management team and other stakeholders
    • Provide guidance in development of team

What You'll Need

  • 3 Minimum Years of Experience with Workforce Management; at least 1 year experience as Workforce Scheduler Team Lead preferred
  • Intermediate MS Excel/Google sheets experience
  • Familiarity in Workforce system preferably Verint

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Workforce Management Sr Scheduler (you!) to provide lead the Capacity Planning, Scheduling, Real Time Management teams located in the COE, supporting the Community Operations network across the US&C, APAC and EMEA. Your decisions as a leader while partially based on direction from executive leadership will largely be based on your detailed understanding of call center financials and a clear understanding of business needs. This will be a managerial role where you are asked to balance managing and developing your team with executing the broader WFM strategy.

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.