Workforce Management Specialist IV

Uber Technologies Inc.; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits package

Job summary

Uber Technologies Inc. seeks a Workforce Management Capacity Planning Specialist to build long and short-term capacity models, analyze COE LOB trends, and forecast staffing needs.

You’ll partner with leaders across functions to resolve capacity issues and ensure SLA adherence, while refining seat utilization and headcount plans. Strong data skills, 3+ years in WFM, and experience with forecasting tools are required; SQL and JIRA bonus points.

Qualifications

• 3+ years in workforce management with capacity planning or scheduling focus.
• Bachelor’s degree or 4+ years of equivalent experience.
• Experience with workforce management tools and data analysis.
• Advanced Excel skills (Lookups, Pivot Tables) and reporting.
• Strong written and verbal communication to present to stakeholders.

Responsibilities

• Provide short- and long-term capacity plans reflecting forecasted volume and staffing needs.
• Collaborate with LOB leaders, program teams, siteops, recruiting, finance and training on resource planning.
• Deliver insights to resolve staffing and volume concerns and optimize seat utilisation.
• Maintain capacity models with seasonality and forecast changes for SLA alignment.
• Generate timely hiring plan suggestions based on workload forecasts.
• Coordinate with WFM scheduling to ensure proper staffing for operating hours.

Skills

Workforce management

Capacity planning

Data analysis

Stakeholder communication

Presentations

Education

Bachelor’s degree

Tools

Workforce management tools

Job description

About the Role

Capacity Planning is a key component of the success of Uber's Community Operations teams and our Global COE’s. As a Workforce Management Capacity Planning Specialist you will be responsible for creating long and short term capacity models. Analyzing COE’s LOB trends in volume, attrition, hiring, workload trends, and upcoming projects.

What You'll Do

• Provide COE LOB key stakeholders specific short-term and long-term strategic capacity plans that reflect forecasted volume, shrinkage, and staffing requirements.
• Consult and team with LOB leaders, program team, siteops, recruiting, finance, business planning and training on resource planning.
• Proactively provides transformational advice, key insights and solutions to resolve staffing and volume concerns.
• Maintains in depth awareness of all upcoming LOB forecasting changes and upcoming initiatives, in order to maintain proper capacity to maintain successful SLA’s.
• Generates timely hiring plans suggestions that reflect workload requirements based on provided forecasts.
• Maintains seat maps and optimizes seat utilization for all LOB’s. Teams with key stakeholders and makes proactive recommendations when needed.
• Provides analysis and area’s to improve shrinkage, occupancy and handle times to key stakeholders on current LOBs.
• Maintains ongoing HC planning meetings with key stakeholders to keep pulse with upcoming team movements, attrition, and suggesting hiring when needed to maintain plan.
• Works in parallel with WFM strategy, business planning and forecasting teams to plan for upcoming changes in volume or strategies.
• Conducts ongoing validation of capacity model utilizing seasonality and COE behavioral trends..
• Works with WFM scheduling team ensuring proper staffing to cover hours of operations and arrival patterns..
• Other duties as defined and assigned within the scope of WFM.

What You'll Need

• A minimum of 3 years of Workforce Management with a focus in capacity planning or scheduling experience is expected, but we will consider candidates with less experience if they meet our other requirements
• Bachelor’s degree or 4 additional years of experience beyond the minimum required
• Experience with Workforce management tools.
• Advanced experience with spreadsheets and formulas (Lookups & Pivot Tables) & Report Generation
• Compiling large amounts of data with commentary and strong written/verbal presentation skills.
• Strong written and verbal communication and ability to present to stakeholders

Bonus Points if

• Experience with SQL and JIRA
• Understanding of reporting and ACD systems.
• Multiple site and networking capacity planning.

About the Team

The COE WFM team is a fast paced, highly visible, and growing group that supports both the 4 COEs in EMEA - Limerick, Cairo, Krakow and Lisbon. In this support team are a group of Real Time and Workforce Analysts.

**About Uber **

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.

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.