About the Role
At Uber, providing exceptional support that fosters trust among riders, eaters, couriers, and driver-partners is a cornerstone of our product experience. Our Global Support Operations Team is dedicated to building a seamless, efficient network that resolves community concerns promptly and comprehensively.
We are seeking a WFM Program Specialist to conduct WFM activities in LatAm. This role focuses on managing together with WFM Program Managers a BPO network spread across some countries in the region, looking to understand and suggest improvements to the health of the operation by gathering, assembling and analyzing data.
What You'll Do
- Data Management & Reporting
- Ensure WFM files, reports, dashboards, and data sources are accurate and updated.
- Maintain a central library for all region-related information.
- Ensure footprint changes are correctly reflected in all files and tools.
- Prepare and review decks for Executive MBR, WBR, and QBR.
- Create ad hoc reports for internal analysis.
- Operational Monitoring & Performance Tracking
- Manage Catch All, dry queues, and performance disputes.
- Monitor PTH, clear backlogs, and ensure SLA targets are met.
- Review previous week's performance and ensure decks contain relevant insights.
- Track and monitor forecast accuracy.
- Project & Stakeholder Management
- Share regular updates on project progress, roadblocks, and revised timelines.
- Lead and execute key results for assigned projects, ensuring deadlines are met.
- Engage in project and stakeholder management activities.
- Act as the primary point of contact for SRP, BI, A&I, and BP for assigned OUs.
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Basic Qualifications
- Strong data-driven and analytical skills, ability to derive insights from data and recommend action.
- Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders.
- Ability to work independently and prioritize tasks effectively.
- Proficiency in Google Sheets/Excel.
- Fluent in English and Portuguese or Spanish.
Nice to Have
- 3+ years of workforce management or forecasting experience.
- Bachelor's degree in Economics, Business, Engineering, or other quantitative focus; a graduate degree is preferred.
- Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect) is a strong plus.
- SQL experience.
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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.