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Global Command Centre Manager

Hyderabad, India,City Operations, Operations & Launch

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.

About the Role

 

The Global Command Center is responsible for various realtime and business analysis work to support our contact centers globally, both internal and external. We are looking for an experienced Command Center Manager to oversee both an internal and external command centers. The Command Center Manager will be responsible for executing on business continuity plans (BCP) in real time, overseeing the monitoring of events that may potentially impact service levels, and managing a team of RTAs, Short Range Forecasters and Reporting Analysts that will help with various admin tasks to support Uber WFM. This person will also be support the Head of the Global Command Center by aligning stakeholders like IT, internal outage control, and Uber Support Leaders with the strategy of the work being done by the Command Centers.

What You’ll Do

  • Develop and manage a team of Real Time Analysts, Short Range Planners and Reporting Analysts to support Uber across all regions
  • Maintain healthy queues by creating and implementing strong process standards
  • Actively monitor 24/7 operations in partnership with internal NOC
  • Execute on Business Continuity Plans (BCP)
  • Develop and scale process to manage real time risks to Uber Support
  • Create and manage an intake process for all admin work being asked of the Command Center
  • Provide network support for both internal and BPO contact centers
  • Have knowledge of the different RTA needs for each support modality we support
  •  

What You’ll Need

 

  • Bachelor’s degree
  • 3+ years experience in a WFM Command Center
  • 5+ years in Workforce Management with 3+ years managing a team
  • Knowledge of Google sheets, Excel, and Google slides
  • Excellent communication skills both written and verbal skills. Ability to influence others by using data
  • Excellent decision making skills in an environment with ambiguity regarding data and business conditions
  • High levels of stakeholder management
  • Experience in managing a 24/7 command center with monitoring incident management in multiple geographies
  • Self starter
  • Ability to present to higher levels of management
  • Ability to work a flexible schedule needed
  • Up to 20% travel globally

Bonus points

  • Knowledge of additional programming languages to automate processes (e.g. Python)
  • Knowledge of SQL
  • Yellow/Green Belt Six Sigma

 


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Uber 不但接納並尊重和支持個人差異,致力為我們的員工、產品和社會帶來莫大益處。Uber 以實際行動積極提供公平公正、人人平等的工作環境,並對此引以為傲。我們承諾提供平等的就業機會,不論種族、膚色、祖籍、宗教、性別、出生國家、性取向、年齡、國籍、婚姻狀況、殘障、性別認同或退役狀況。