Workforce Management Specialist IV

About the Role
As a Workforce Management Specialist IV, you will play a pivotal role in ensuring operational excellence within the Global Delivery team. You will collaborate with global partners, provide actionable insights, and drive process improvements to align with business goals. This position offers an opportunity to work on challenging and impactful projects that influence the operational efficiency of Uber’s BPO partners
You realize the vital role that staffing plays in appropriately cultivating positive experiences with our eater, courier, and merchant partners, allowing for positive support experiences every time, all the time
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 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
What the Candidate Will Do
Managing SLAs and response times ensures our customers are having a happy time using Uber.
Ensure accuracy in WFM data sources (e.g., efficiency dashboards, inflow vs. forecast reports, data quality checks) to enhance data reliability for customer-impacting decisions.
Act as a subject-matter expert by managing performance monitoring to ensure SLAs are met, and engage in capacity planning that anticipates customer needs.
Serve as a point of contact, providing weekly insights and updates to keep stakeholders informed on capacity, productivity, and service effectiveness.
Assist the development and refinement of forecast models, supporting proactive capacity adjustments
Oversee weekly inputs and discrepancies for BPO capacity calls and maintain an organized approach to data validation on allocation and capacity sheets.
Structure performance analyses to highlight root causes of SLA misses or productivity variances and coordinate with sites for course corrections.