Wfm Program Specialist

4 semanas atrás

São Paulo, Brasil Uber Tempo inteiro

**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.**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.

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