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Workforce Manager, Community Operations, Limerick

Community Operations
in Limerick, Ireland

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 Manager (you!) to manage the team who provide the Scheduling and Forecasting for the Limerick Community Operations Centre of Excellence. This role will require coordinating with the Workforce Management Teams to ensure schedules align with the broader WFM strategy.

What You'll Do

  • Manage a Team of Workforce analysts and Real Time Analysts
  • Analyze the day-to-day scheduling based on requirements to determine workforce needed to meet fluctuating volumes and staffing demands across the Cairo CoE.
  • Management of internal staffing files to report historical performance data, future requirements, and trended metrics that impact projected staff
  • Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency
  • Implement and perform audits to ensure accuracy in all processes and deliverables
  • Provides, creates, and implements reporting as needed
  • Performs other related duties and assignments as required and as assigned by supervisor or manager
  • Ensure all UBER policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper UBER Management immediately
  • Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance

What You'll Need

  • Minimum 2 years call center experience and 3 years plus WFM experience
  • Excellent analytical, numerical, and problem solving skills
  • Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
  • Organisational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, shifting-priority environment
  • Proficient in MS Office or G-Suite and WFM software utilized by assigned projects (Verint, IEX, Aspect, etc.)

About the Team

Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.

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.