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WFM 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 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

  • * Provide agents with a working schedule for the business week, incorporating all operational requirements (i.e. offline activities, training etc) as well as scheduling assumptions and analysis.
    • Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools. Staff the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client's own call arrival patterns against the account's / program's actual arrival patterns for the site.
    • Regularly monitors trends and flags any changes that may impact resource allocation.
    • Recommends solutions to scheduling conflicts and / or special scheduling requests.
    • Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled. Gathers, compiles and processes all headcount reports, leave and schedule requests. Provides the program with realistic schedules based on current manpower resources and performance.

What You'll Need

  • At least 1 year of experience as Workforce Scheduler
  • At least 2 Years of experience in Workforce Management


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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 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.