Wfm Capacity Planner

2 days 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.

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