gcc rta ManagerUber

The Workforce Management RTA Manager 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 be responsible for designing tactical strategies to ensure critical operational metrics are achieved on day to day, weekly & monthly levels. This position will work closely with the WFM teams from both our internal centers and our vendors to resolve real-time challenges & strategies to be implemented.
You will use strong critical thinking and decision-making skills to ensure that service level and productivity metrics are met. You will effectively implement contingency plans in the face of unexpected workflow changes or contact arrival patterns, and share out Workforce Management system data with integrity and accuracy.
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.
About the Team
At Uber, providing amazing support that establishes trust for our customers--our community--is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the most efficient way. The Global Support Operation team is committed to building an efficient network that provides our community with a flawless, prompt, and complete resolution to their concerns - every time.
What You'll Do
Define and execute the real-time strategy across all Uber operations Centers of Excellence & BPOs.
Empower and continue establishing a team of impactful real time experts
Identify, collect, track and improve key performance metrics to run and improve Uber's operational performance
Engage cross-functionally to provide data-based recommendations around performance & important metrics.
Build, implement, and lead workforce contingency plans, including a disaster recovery plan.
Support the Regional WFMs & SRPs to create historical workforce metrics, activities, performance, contact volumes, and patterns to accurately project contact volumes and forecast plans
Collaborate with operational excellence analysts to find opportunities to improve overall accuracy and productivity through automation and process improvement
Assists in developing action plans to address data trends that are seen as a result of workforce planning.
Provide analysis and recommendations to improve staffing levels and efficiency.
Maintain and analyze records of actual contact and staffing volumes compared to forecast.
Apply workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing utilization opportunities and take the appropriate action vital to delivering a comprehensive plan for meeting service performance objectives.
Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed.
Must be able to work specific shifts and work across various time zones and regions.
Basic Qualifications
Minimum of 5 years experience in workforce real-time management and/or forecasting with 3 years as a people manager handling a large team
Experience in working with Google Sheets/Excel
Strong customer-centric focus with proven success in problem-solving, teamwork, adaptability, planning, decision making, and data analysis.
Strong English language skills
Data-driven and analytical. We run our business on facts and data. You are intellectually inquisitive and are capable and down to dive both a mile deep and wide when needed. Understanding queue theory is a plus.
Committed. You have a strong bias for action and can efficiently balance the tension between swift execution, high-quality work product, and long-term strategies.
Hustle. You are scrappy and have the ability to meet goals with limited time and resources
Excellent Communicator. You can distill complicated information into easy, understandable summaries to help keep our partners in the loop and informed
A self-starter attitude is a must!
Preferred Qualifications
Bachelor's degree.
Experience with Workforce Management software, Verint preferred
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 10,000 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.
Uber

Taguig City, Metro Manila
Permanent
Full-time