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Global Head of Workforce Management
Uber
San Francisco, CA, United States
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Uber Overview
About Uber
We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.
Job Description
About the Role
At Uber, providing amazing support for riders and driver partners, our community, is a core feature of our product experience. We invest in it, and believe in providing the highest quality service executed in the smartest, most efficient way.
We’re looking for an all-star business leader to join our Global Community Operations team to build and develop an industry leading Workforce Management and agent optimization function. As the Global Head of Workforce Management, you will be responsible for defining, building and managing our global forecasting, workforce planning, and staffing processes across our worldwide internal and outsourced contact center network. The right person is ready to make tough data-backed decisions in a high-stakes, high-speed environment and is passionate about delivering world-class customer experiences and loves getting in the weeds on any and all issues.
Perks
What You’ll Do
• Build and lead a team of Workforce Managers, schedulers, and analysts in forecasting, scheduling and hire plan management
• Establish a statistical baseline forecast model for each line of business
• Build contact center staffing and network optimization strategies for a multi-site, global network of internal and outsourced customer service representatives
• Partner with finance and business teams to understand contact volume drivers, and incorporate inputs into forecasting and planning
• Oversee the execution of hiring plans
• Identify and research service level risks for problem resolution and management notification
• Effectively forecast and account for growth due to seasonal variations, weather, special events and promotions
• Implement, oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling
• Define and implement Workforce Management policies and procedures
• Drive quality management and continuous improvement in the areas of capacity planning, resource management and contact center operations to enable efficient and streamlined execution of the forecasting, planning and scheduling work
• Establishes team goals, measures team performance and ensures that performance management responsibilities are executed, including communication, performance monitoring, documentation and coaching
What You’ll Need
• Minimum 7 years leading a large scale, enterprise contact center operations function and in-depth expertise in contact center forecasting, scheduling and capacity planning
• Experience selecting, implementing, and utilizing industry-accepted workforce planning software/applications
• In-depth understanding of integrated workforce management and quality assurance tools working in tandem with a robust Customer Relationship Management application and telephony systems
• Strategic planning, business planning and budget development experience
• Strong analytical, operational and technical competencies, with extensive experience at presenting data and complex analyses
• Experience presenting reports, forecasts, trends and recommendations to senior management levels
• Strong communication, reading comprehension, and writing skills
• Expert skills in Microsoft Excel and Word
Bonus Points if
• Knowledge SQL Server Management preferred
• MBA or graduate degree preferred
About the Team
Community Operations is pioneering how Uber manages customer and partner support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it’s a reality. The Global Network team supports Community Operations mission by creating strong relationships with our business outsourcing partners.
Not ready? Connect with Uber to receive future communications about opportunities and general information about specific areas of Uber that interest you.