sr workforce Management scheduling analystUber

Generates schedules for the assigned programs/campaigns, ensuring adherence to service goals and other requirements. Provide valuable insight to business to perform at the optimised level. Bring in out of the box ideas to be implemented at Clark COE & Manila COE, helping operations to outperform.
The Scheduling Analyst is responsible to build shift schedules and monitor shift adherence, handle real-time staffing to ensure SLA goals are met. One of the key responsibilities of the team is to supervise efficiency and productivity, highlight deviations from the plan, detect optimization opportunities and work on process improvement.
The team works in sync with Operations,Training and Analytics, Team in the COE, to ensure the highest service level for our riders, driver customers, eaters and couriers.
Team is encouraged to turn data into value-driving business insights that will facilitate the ability to scale and optimize our support network.
The role demands to establish and maintain positive relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites.
---- What the Candidate Will Do ----
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 capturing data from WFM tools. Staff the appropriate number of agents at the accurate 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. Captures, compiles and processes all headcount reports, leave and schedule requests. It provides the program with realistic schedules based on current workforce 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 advised.
Supervising Forecast accuracy, scheduling efficiency of different processes to resolve 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.
---- Basic Qualifications ----
3+ Years of Experience with Workforce Management
Experience working on Excel/Google sheets. You will analyze weekly LOB Plan Vs actual performance and make operational decisions that will have a real impact on Uber's support network
Good understanding of the WFM tool and intraday forecasting and Scheduling methodologies.
Excellent analytical, problem solving, data management, Google Sheet/ Excel skills.
Strategic mindset and the ability to build processes from scratch
Ability to derive insights from data and recommend action
Excellent Partner Management skills.
At Uber, we ignite opportunity by setting the world in motion. We tackle 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 is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing .
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

Mabalacat, Pampanga
Permanent
Full-time