Sr. Wfm Program Manager

3 semanas atrás

Osasco, Brasil Uber Tempo inteiro
**About the Role**:
- At Uber, providing outstanding support that establishes trust for riders, eaters, couriers, and driver-partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service implemented in the hardest working and most efficient way. The Global Support Operations Team is committed to building an efficient network that provides our community with a seamless, timely, and complete resolution to their concerns - every time.
In the LATAM region alone, we support 18 countries and 2 different languages, and we're still growing The Workforce Management Program manager will work with the LATAM Workforce Manager to focus on operational excellence across our BPO network. This is an opportunity to help build WFM process from the ground up and dig deep into the captivating and complex field of Uber support.
**What You'll Do**:
- Ensure the best supply vs. demand balance through accurate demand forecasting creation and reviewing vendor's performance to make sure capacity is adjusted to meet SLA requirements.
- Provide analysis and recommendations to improve service levels and efficiency.
- Help keep key internal stakeholders informed of performance for their regions, and be the go-to POC for outsourced support for our Operations/Product partners.
- Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed.
- Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.
**What You'll Need**:
- Preferred Bachelor's degree in Economics, Business, Engineering, or other quantitative focus. Graduate degree preferred.
- Experience in working with Google Sheets/Excel
- 3+ years of workforce management or forecasting experience
- 2+ years of working in customer service, investment banking, consulting, analytical or related experience; high-growth analytics or operations experience is a plus.
- Strong customer-centric focus with demonstrated success in problem-solving, teamwork, adaptability, planning, decision making, and data analysis.
- A self-starter attitude is a must
- SQL experience is preferred.
- Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.) is a strong plus.

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