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Scheduling & Tactical Analyst WFM- Hyd - 1

Community Operations
in Visakhapatnam, India

About the Role

Generates schedules for the assigned programs/campaigns, ensuring adherence to service goals and other requirements. Provide valuable insight to business to perform at optimised level. Bring in out of the box ideas to be implemented at Hyd COE , helping operations to outperform.

What You'll Do :

  • Generates schedules for the assigned programs/campaigns, ensuring adherence to service goals and Client requirements.
  • Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, callbacks) as well as forecasting and scheduling assumptions.
  • 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. It provides the program with realistic schedules based on current manpower resources and performance.
  • Deliver schedules of different LOBs' based on their intraday arrival patterns and SLA with projections of Service Level%, Occupancy%, Staffing Over-Under, Scheduling efficiency within the defined & agreed timelines.
  • Deliver Logical, practical & policy driven shift and break schedules and simulations considering various what-if situations & real-time scenarios.
  • Share staffing challenges, Overtime requirement and impact analysis with the operations team and work out a plan, especially for public holidays and special events, to minimize the impact on service levels
  • Work with network team for shared volume LOBs' to ensure SLA at the network level is intact and required changes are made in time and stakeholders are informed.
  • Tracking Forecast accuracy, scheduling efficiency of different processes to determine the reasons for the low performing processes & generating solutions for better results.
  • Generating Seat Utilization, Vacation and shift utilization reports to highlight Plan vs actual shrinkage and utilization at LOB and site level for leadership's review.

About the Team

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.

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.