Wfm Capacity Planner

2 weeks ago

Gurgaon, India Uber Full time

**About the Role**:
At Uber, providing outstanding customer support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service driven in the smartest, most efficient way.

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. We’re looking for a Capacity Planning Specialist, (you), to develop and lead various support efforts within our US&C Centers of Excellence (COE).

**About the Team**:
Uber COEs are contact management centers dedicated to providing extraordinary customer support to riders and drivers. Uber relies on the COEs to provide support for our community’s most challenging issue types and provides an environment to pilot support for new products or test new support modalities or processes.

**What you will do**:

- Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers
- Use historical and current data along with available business intelligence, forecast interval, and daily pattern distributions for contacts
- Generate accurate short-range (1-30 days) projections
- Define short-term staffing projections based on customer requirements, and historical and future trends.
- Provide analysis and recommendations to improve staffing levels and efficiency.
- Maintain and analyze records of actual contact and staffing volumes compared to forecast.
- Understand reasons for forecast variance and recommend changes to improve forecast accuracy and efficiency
- Support multiple modalities from internal app support to phone to chat and social media.
- Investigate operational issues as needed and determine scalable solutions, working cross-functionally with the appropriate teams.

**What you will need**:

- Bachelors Degree along with 3+ years of workforce management or forecasting experience
- Experience using Workforce Management software - Verint/IEX preferred
- Proficiency in working with Google Sheets/Excel
- Strong customer-centric focus with demonstrated success in problem-solving, teamwork, adaptability, planning, decision-making, and data analysis.
- Openness to work specific shifts and have the ability to work across various time zones and regions.

**Bonus if**:

- SQL knowledge on pulling data queries.

**About Uber**:
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 600 cities worldwide.

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 is proud to be an Equal Opportunity/Affirmative Action 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.

  • Capacity Planning

    2 weeks ago

    Gurgaon, India Gratitude Inc. Full time

    KEY SKILLS Capacity Planning WFM Capacity Planner Capacity Planning - P2 - 2 + years in Capacity and 1+ years of experience in forecasting compulsory Capacity Planning P3 - 4 + years in capacity and 1+ years in Forecasting Capacity - Creating Manual templates experience Needed for both P2 and P3 **Job Description**: Strong WFM domain knowledge should be...

  • Assistant Manager EXL/AM/1140651

    4 weeks ago

    Gurgaon, Haryana, India exl Full time

    Job Description The key responsibilities of this role will beScheduler & Capacity Planner -3 PositionCriteriaQualification-any Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)4+ years of prior experience of WFM functions is must (specifically shift scheduling, Capacity Planning Client Management...

  • Lead Assistant Manager EXL/LAM/1140662

    4 weeks ago

    Gurgaon, Haryana, India exl Full time

    Job Description Band: B2The key responsibilities of this role will beScheduler, Capacity Planner, Strategic Reporting & RTA Management -1 PositionCriteriaQualification-any Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)6+ years of prior experience of WFM functions is must (specifically RTA...

  • Sr. Analyst

    3 days ago

    Gurgaon, Haryana, India NAB Full time

    Key Accountabilities: WFM Fundamentals understanding – Must have a complete understanding of WFM Fundamentals and hands on experience with Scheduling & Capacity Planning Proven experience working in medium/large WFM environments and contact centres, supporting multiple channels, inbound, outbound & chat as primary skills Demonstratable experience in the...

  • Workforce Planner

    3 weeks ago

    Gurgaon, India TaskUS Full time

    So what does a Workforce Planner really do? Think of yourself as the leader who ensures staff optimization by ensuring you have adequate resources to meet demand; and keep a close eye and resolve concerns on schedule adherence, service levels, absenteeism, and other applicable service and efficiency metrics. You will have the foresight in preparing for voice...

  • Sr. Analyst

    7 days ago

    Gurgaon, Haryana, India NAB Full time

    Key Accountabilities:WFM Fundamentals understanding – Must have a complete understanding of WFM Fundamentals and hands on experience with Scheduling & Capacity PlanningProven experience working in medium/large WFM environments and contact centres, supporting multiple channels, inbound, outbound & chat as primary skillsDemonstratable experience in the use...

  • Occupancy Planner

    3 weeks ago

    Gurgaon, India JLL Full time

    JLL supports the Whole You, personally and professionally. Occupancy Planner Work Dynamics What this job involves Overall responsibility for determining the seat capacity needed by an organisation to meet changing demands. Understands how the business operates and plans for future capacity requirements. Undertakes planning activities to ensure targets are...

  • Supply Chain Planner

    3 weeks ago

    Gurgaon, India Medtronic Full time

    **Careers that Change Lives** At Medtronic we seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader — that’s why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life...

  • Workforce Management Role

    3 weeks ago

    Gurgaon, Haryana, India CollegeDekho Full time

    Key Responsibilities: Strategic Workforce Planning:- Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation.- Forecast workforce demand based on historical data, business trends, and seasonal variations.- Collaborate with leadership to align workforce strategies with business goals. Real-Time & Capacity Management:-...

  • Workforce Management Role

    4 weeks ago

    Gurgaon, Haryana, India CollegeDekho Full time

    Key Responsibilities: Strategic Workforce Planning:- Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation.- Forecast workforce demand based on historical data, business trends, and seasonal variations.- Collaborate with leadership to align workforce strategies with business goals. Real-Time & Capacity Management:-...

  • Workforce Planner

    4 weeks ago

    Gurgaon, Haryana, India TaskUs Full time

    Job DescriptionAbout TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming,...

  • Workforce Management Consultant

    6 days ago

    Gurgaon, Haryana, India NAB Full time

    Job OverviewNAB is seeking an experienced Workforce Management Consultant with expertise in banking and finance to join our team.About the RoleThis is a unique opportunity to leverage your skills and experience to drive business growth and improvement in WFM practices.Your Key ResponsibilitiesLead workforce management initiatives to optimize scheduling,...

  • Workforce Management Specialist

    3 days ago

    Gurgaon, Haryana, India NAB Full time

    Key ResponsibilitiesProven experience in Workforce Management Fundamentals, scheduling, and capacity planning.Strong understanding of Aspect WFM and Anaplan.Excellent communication and stakeholder management skills.

  • Space Planner

    3 weeks ago

    Gurgaon, India JLL Full time

    About JLL - We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an...

  • Transportation Planner

    20 minutes ago

    Gurgaon, Haryana, India Raahgiri Foundation Full time

    Raahgiri Foundation is looking for a highly skilled Transportation Planner to lead our efforts in improving urban mobility and road safety in India. This key role involves developing and implementing effective strategies to create a safer, more efficient future for everyone on the road.Key Responsibilities:Conduct research and analysis to identify key urban...

  • DRP Planner

    4 weeks ago

    Gurgaon, Haryana, India Dupont Full time

    JOB DESCRIPTION At DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it's providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the...

  • Senior Financial Planner

    4 weeks ago

    Gurgaon, Haryana, India GlassBridge Consulting Full time

    Senior Financial Planner Result Areas- Client Sourcing and building potential client pipeline & database and build long-term relationships with them- Approaching clients via cold calling and direct mail to enquire about their insurance investment and their future financial needs- Scheduling appointments with the clients and conducting meetings to gather...

  • Customer Care Executive

    2 weeks ago

    Gurgaon, India ZwickRoell Private Limited Full time

    The Service Planner ensures proper planning & delivery of ZwickRoell customer support services in India, which demands result-oriented processes and practices, work with demanding targets to improve the reaction time for service delivery. ONLY FEMALE CANDIDATES SHOULD APPLY FOR THIS ROLE **Responsibilities**: - Assure timely service delivery as per the...

  • DRP Planner

    4 weeks ago

    Gurgaon, Haryana, India Dupont Full time

    Job DescriptionAt DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it's providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world....

  • Real Time Analyst

    4 weeks ago

    Gurgaon, Haryana, India TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...