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Short Range Planning Analyst

Support Operations, Community Operations
in Taguig City, Philippines

About the Role

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 Global Network Team is committed to building an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.

The Workforce Management Short Range Planning Analyst will be part of the Global Command Center team to focus on operational excellence across our network for both internal sites and BPO partners. You will create short range forecasts for multiple countries, languages, modalities and products from Rides to Eats and everything in between. You will be responsible for providing short range forecast projections for volume and staffing. This position will work closely with the Scheduling and Real Time teams from both our internal centers and our BPO partners to determine trends and make recommendations. You will provide a comprehensive weekly intra-day plan to the customer service organization. Partnering with center management to ensure short term activities are aligned to meet key performance indicators. This is an opportunity to help build the WFM process from the ground up, and dig deep into the fascinating and complex field of Uber support.

What You'll Do

  • Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers
  • Using historical and current data along with available business intelligence, forecast interval and daily pattern distributions for contacts volume and AHT.
  • Generate accurate short-range (1-30 days) projections
  • Define short term staffing projections based on customer requirements, historical and future trends.
  • Provide analysis and recommendations to improve staffing levels and efficiency.
  • Maintain and analyze records of actual contact and staffing volumes compared to forecast.
  • Understand reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
  • Support multiple modalities from internal app support to phone to chat and social media
  • Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.
  • Must be able to work specific shifts and have ability to work across various time zones and regions.

What the Candidate Will Need

  • Experience in working with Google Sheets/Excel
  • 3+ years of workforce management or forecasting experience
  • Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.
  • Strong English language skills
  • Self-starter attitude is a must!
  • Must be able to work specific shifts and have ability to work across various time zones and regions.

Bonus Points

  • Experience with Workforce Management software, Verint/IEX preferred
  • Bachelor's degree

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.