Workforce Management Specialist Iv

2 semanas atrás

Osasco, Brasil Uber Tempo inteiro

**About the Role**:
The Workforce Management Forecast Process Analyst will work with the Regional Workforce Management team to focus on operational excellence across our BPO and internal Centers of Excellence network. This is an opportunity to help build the WFM process from the ground up, and dig deep into the captivating and sophisticated field of Uber support.

The Uber Workforce Management organization is a centralized, global team and offers many exciting career opportunities around the world

**What You'll Do**:

- Complete core work and processes for workforce management operational excellence;
- Perform analysis on historical contact volume and AHT data to ensure emerging trends are captured;
- Build reporting;
- Lead messaging and back office queues;
- Perform project and process audits to ensure consistency within the region;
- Complete agreed process to ensure service delivery;
- Provide analysis to improve service levels and efficiency;
- Perform modifications and improvements on existing reports based on evolving business requirements;
- Basic project and stakeholder management;
**What You'll Need**:

- 2+ years work experience in Business Analytics, WFM, Capacity Planning or Business Process;
- Experienced with Google Sheets/Excel, plenty of experience working with data;
- Experience in working with Google Sheets/Excel;
- Advanced English proficiency;
- Outstanding written and verbal communication;
- Excellent organization skills;
- Collaborator within your team, as well as externally; you are a big thinker and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of the COE, Uber, and our community
- You are a resourceful go-getter, always willing to take initiative and address something hands-on, you persevere when others give up;
- Optimistic leadership: you are passionate about making magic for our Community. You realize the vital role that staffing plays in appropriately encouraging positive experiences with our riders and driver partners, allowing for positive support experiences every time, all the time;

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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