Workforce Analyst

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Employer: UBER
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Abroad
  • Updated at: 10.07.2019
    Short company description

    Uber is a technology company. We make a smartphone app that provides users with an on-demand, private car service that takes them safely and smoothly to where they need to go, in dozens of countries and hundreds of cities around the world - at the push of a button.

    Requirements

    We're looking for a Workforce Analyst to develop and lead various scheduling, headcount projections and staffing efforts within our Center of Excellence (COE). Uber COEs are contact management centers with hundreds of employees dedicated to providing world-class customer support to riders and drivers.

    Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes. Accurately projecting Customer Service Representative (CSRs) staffing needs to meet response time targets is a critical enabler to delivering an extraordinary support experience. The Workforce Analyst is focused on turning data into value-driving business insights that will facilitate our ability to scale and optimize our global support network.

    Responsibilities

    What You'll Do

    * Create, analyze and monitor staffing needs for the COE to optimize network resource planning
    Forecast future staffing needs based on historical data and predictive analytics in order to properly staff for production, taking into account seasonality and external factors, as well as internal factors such as new product incubation, city expansions, etc. Drive continuous improvements to these Workforce Management processes in order to more accurately predict staffing needs
    Present recommendations for long-term forecasts (staffing, hiring) to Senior Leadership; deliver weekly and monthly analyses to Senior Leadership on network performance and future outlook
    Set realistic Service Level Agreements and create Contact Backlog reports which are distributed to multiple stakeholders; continually serve as a point of contact for a 'health check' for the business
    Work cross functionally within the COE, as well as throughout the EMEA region (Regional WFM, Strategy & Planning) to be the voice of the COE and garner support in regards to team and headcount planning
    Develop, manage and adhere to a financial budget in conjunction with Strategy & Planning regarding staffing levels within COE
    Generate weekly work schedules for the different teams in the COE
    What You'll Need

    Minimum 2 years Workforce Management experience, with at least 1 year of experience as a Workforce Analyst / Scheduler (staffing, forecast, modeling, Performance Management, Stakeholders management)

    Other info


    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.