workforce Management forecast process specialistUber

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.
About the Role
The Workforce Management Forecast Process Specialist will work with the Regional Workforce Management team to focus on operational excellence across our BPO and internal Centers of Excellence network. 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. The Uber Workforce Management organization is a centralized, global team and offers many exciting career opportunities around the world.
What You'll Do
Executes on core work and processes for workforce management operational excellence
Perform analysis on historical contact volume and AHT data to ensure emerging trends are captured
Create reporting
Manage messaging and back office queues
Perform project and process audits to ensure consistency within the region
Execute on agreed process to ensure service delivery
Provide analysis to improve service levels and efficiency.
Perform modifications and enhancements on existing reports based on evolving business requirements
Basic project and stakeholder management
What the Candidate Will Need / Bonus Points
Bachelor's degree
2+ years work experience in Business Analytics, Workforce Planning, Management, or Business Process
Exceptional written and verbal communication and organizational skills
Collaborator within your team, as well as externally; you are a big thinker and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of the COE, Uber, and our community
You are a resourceful go-getter, always willing to take initiative and address something hands-on, you persevere when others give up.
Optimistic leadership: you are passionate about making magic for our Community. You realize the vital role that staffing plays in appropriately cultivating positive experiences with our riders and driver partners, allowing for positive support experiences every time, all the time
Experience with Google Sheets/Excel and preferably SQL, plenty of experience working with data.
Experience in working with Google Sheets/Excel
English fluency
Bonus Points For
Experience with WFM software (Verint, IEX, Aspect, etc.)
Tableau knowledge
Work in a high-growth environment
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