Workforce Management Specialist IV

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.