Forecast Process Specialist

1 dia atrás

Osasco, Brasil Uber Tempo inteiro

**About the Role**:
The Workforce Management Forecast Process Specialist 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

**Please note that the this position is an hourly role with a set wage.** **Uber does not provide visa sponsorship and/or relocation support for this role.**
**What You'll Do**:

- Completes core work and processes for workforce management operational excellence
- Perform analysis on historical contact volume and AHT data to ensure emerging trends are captured
- Create reporting
- Manage 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 enhancements on existing reports based on evolving business requirements
- Basic project and stakeholder management
**Basic Qualifications**:

- Experience in Business Analytics, Workforce Planning, Forecasting, etc.
- Experience with Google Sheets/Excel and preferably SQL, plenty of experience working with data.
**Preferred Qualifications**:

- Exceptional written and verbal communication and organizational 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 cultivating positive experiences with our riders and driver partners, allowing for positive support experiences every time, all the time
- Bachelor's degree
- Experience with WFM software (Verint, IEX, Aspect, etc.)
- Tableau knowledge
- Work in a high-growth environment

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