Wfm Program Specialist

2 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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