About The Role
- At Uber, providing amazing customer support that establishes trust for riders, earner partners, eaters, and delivery partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.
- As a key support role for your Region and WFM Program Manager, you will be involved in various activities to ensure the optimal functioning of designated programs. This includes collaborating with internal stakeholders through meetings, such as performance reviews, team meetings, and project updates. Additionally, you will engage in discussions with external stakeholders, particularly BPOs, regarding capacity management.
- You will contribute to performance management and assist with data management tasks, including ensuring data accuracy across multiple sources. You will also review forecasts and gather insights for weekly capacity calls with BPO partners.
- You will also help drive SLA management, reviewing historical and projected metrics, analysing performance data, and presenting observations to address efficiency gaps.
- This role offers an opportunity to contribute to the success of the WFM Program, making a significant impact on operational efficiency and cost savings.
What The Candidate Will Need
Meetings with Internal Stakeholders:
- Attend and participate in performance management discussions
- Participate and support FTE governance process
- Contribute to weekly business reviews
Meetings With External Stakeholders
- Engage in discussions with BPO partners pertaining to capacity management
- Participate in performance management discussions with external stakeholders
Program Management
- Manage new LOB launches and footprint changes
- Provide support for data required for Jira disputes
- Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes
Data Management
- Prepare WFM QBR data
- Ensure WFM data sources and internal reports are up to date
- Gather and organize insights from reviews for weekly capacity calls with BPO partners
- Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D, and other internal/ad-hoc reports and project files
SLA Management
- Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.)
- Review projected capacity in BPOs and ensure alignment with provided forecasts
- Gather insights from GCC for performance analysis and share with RCO as needed
- Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc.
- Provide clear insights and recommend actions to address any issues and improve efficiency metrics
Basic Qualifications
- Experience in BPO Workforce Management
- Advanced Capacity Planning Skills
- BPO realtime management experience
- Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders
- Strong stakeholder management skills
- Strong analytical and problem-solving skills with a keen attention to detail.
- Ability to derive insights from data and recommend action
- Ability to work independently and prioritise tasks effectively
- Should be well versed with use of generative AI tools like Gemini, chatGPT etc.
- Willing to work in shifts
Preferred Qualifications
- In depth knowledge in Forecasting and Capacity Planning, Erlang, Occupancy, Service Level and ASA
- Worked in a captive unit to manage outsourced BPO vendor partners
- Working knowledge in Google Sheets/Excel/SQL/Tableau and Looker Studio
- Experience in NICE IEX WFM tool
