Workforce Management Specialist IV

Uber; Gurugram District; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Uber is seeking a Workforce Management Specialist IV to drive operational excellence within the Global Delivery team. You will partner with global supporters, provide actionable insights, and influence capacity planning for Uber's BPO partners.

This role focuses on managing SLAs, data accuracy, and forecast models, with weekly capacity calls and cross-team collaboration. You will work in US CST hours and contribute to positive customer experiences across eater, courier, and merchant partners.

Qualifications

• Bachelor's degree.
• 3+ years work experience in Business Analytics, Workforce Planning, Management, or Business Process.
• Exceptional written and verbal communication and organisational skills.
• Collaborator within your team, as well as externally.
• Experience with Google Sheets/Excel and preferably SQL, plenty of experience working with data.
• English fluency.
• Experience with WFM software (Verint, IEX, Aspect, etc.).
• Work in a high-growth environment.
• Work in US CST timezone.

Responsabilités

• Manage SLAs and response times to keep customers happy.
• Ensure data accuracy in WFM sources for reliable decisions.
• Monitor performance and capacity planning to meet SLAs.
• Provide weekly insights to stakeholders on capacity and productivity.
• Develop and refine forecast models for proactive capacity adjustments.
• Lead capacity review calls and coordinate with BPOs.
• Analyze data to identify root causes of SLA misses.
• Communicate insights in team meetings.

Connaissances

Business analytics

Workforce planning

SQL

Excel/Google Sheets

English fluency

WFM software (Verint, IEX, Aspect)

Formation

Bachelor's degree

Outils

Verint

IEX

Aspect

Description du poste

Job Description:

About The Role

• As a Workforce Management Specialist IV, you will play a pivotal role in ensuring operational excellence within the Global Delivery team. You will collaborate with global partners, provide actionable insights, and drive process improvements to align with business goals. This position offers an opportunity to work on challenging and impactful projects that influence the operational efficiency of Uber's BPO partners
• You realize the vital role that staffing plays in appropriately cultivating positive experiences with our eater, courier, and merchant partners, allowing for positive support experiences every time, all the time
• 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 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

What the Candidate Will Do

• Managing SLAs and response times ensures our customers are having a happy time using Uber.
• Ensure accuracy in WFM data sources (e.g., efficiency dashboards, inflow vs. forecast reports, data quality checks) to enhance data reliability for customer-impacting decisions.
• Act as a subject-matter expert by managing performance monitoring to ensure SLAs are met, and engage in capacity planning that anticipates customer needs.
• Serve as a point of contact, providing weekly insights and updates to keep stakeholders informed on capacity, productivity, and service effectiveness.
• Assist the development and refinement of forecast models, supporting proactive capacity adjustments
• Oversee weekly inputs and discrepancies for BPO capacity calls and maintain an organized approach to data validation on allocation and capacity sheets.
• Structure performance analyses to highlight root causes of SLA misses or productivity variances and coordinate with sites for course corrections.
• Manage and analyze data for capacity and forecast accuracy, ensuring both strategic planning and execution are aligned with broader objectives.
• Lead weekly deviation calls to address forecast adjustments and plan for any operational changes impacting the organization's performance.
• Engage with SRPs, BI, A&I, and BPs as the primary contact, ensuring a well-aligned and informed network of stakeholders.
• Manage collaborative forecast and capacity review calls with BPOs and calibrate expectations to improve service delivery and organizational cohesion.
• Actively participate in CX syncs to discuss ongoing challenges, including SLAs, roadblocks, and project milestones, promoting clear communication and visibility across teams.
• Present and discuss insights and performance findings in team meetings, highlighting improvement areas and progress toward goals.
• Perform modifications and enhancements on existing reports based on evolving business requirements
• Basic project and stakeholder management
• Work in US CST timezone

Basic Qualifications

• Bachelor's degree
• 3+ years work experience in Business Analytics, Workforce Planning, Management, or Business Process
• Exceptional written and verbal communication and organisational skills
• Collaborator within your team, as well as externally
• Experience with Google Sheets/Excel and preferably SQL, plenty of experience working with data
• English fluency
• Experience with WFM software (Verint, IEX, Aspect, etc.)
• Work in a high-growth environment
• Work in US CST timezone

Preferred Qualifications

• Intermediate stakeholder management skills with a proven ability to align conflicting priorities and lead through influence.
• Demonstrated ability to navigate high-ambiguity environments and stay resilient through constant change.
• Strong systems thinking with a focus on executional excellence and precise, high-stakes detail.
• Exceptional foresight and planning skills, with a track record of identifying operational risks before they impact service levels.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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 this form.