#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within the Community Operations organization, the Workforce Management team aligns the right people with the right skills at the right times for the most cost-effective and optimal customer support delivery.
The Workforce Management Scheduling Specialist III shall develop and lead various scheduling, short-term planning, headcount projections, and staffing efforts within our Center of Excellence (COE) sites. You will be responsible for accurately predicting Community Operations Specialists (COSes) staffing needs and provide comprehensive weekly intraday plans aligned to business needs and WFM strategies. You focused on turning data into value-driving business insights that will facilitate our ability to scale and optimize our global support network.
Your Impact in Role:
Review forecasts against current capacity.
Processes requests for exemptions, planned activities, and time-offs (longer term).
Recommends schedules.
Plots schedules, exemptions, and planned activities.
May perform reporting on historical statistics.
The Experience You'll Bring:
Basic Qualifications:
- Experience in contact center service team with some scheduling or Real Time management experience
- Intermediate data analysis and processing skill using spreadsheets with formulas
- Communication, foresight/planning, stakeholder management skills and comfort with ambiguity
Preferred Qualifications:
- Proficient in NICE IEX
- Advanced knowledge in Google Sheets
- Flexible in working different time zones
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.