Workforce Management Forecasting Specialist IV Job in Gurgaon at Uber Technologies Inc.

Uber is hiring for the role of Workforce Management Forecasting Specialist IV!

Responsibilities of the Candidate:

• Attend and participate in performance management discussions
• Participate and support FTE governance process
• Contribute to weekly business reviews
• Engage in discussions with BPO partners pertaining to capacity management
• Participate in performance management discussions with external stakeholders
• Manage new LOB launches and footprint changes
• Provide support for data required for Jira disputes
• Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes
• Prepare WFM QBR data
• Ensure WFM data sources and internal reports are up to date
• Gather and organize insights from reviews for weekly capacity calls with BPO partners
• Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D, and other internal/ad-hoc reports and project files
• Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.)
• Review projected capacity in BPOs and ensure alignment with provided forecasts
• Gather insights from GCC for performance analysis and share with RCO as needed
• Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc.
• Provide clear insights and recommend actions to address any issues and improve efficiency metrics

Requirements:

• Experience in BPO Workforce Management
• Basic contact forecasting skills
• Advanced Capacity Planning Skills
• BPO realtime management experience
• Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to derive insights from data and recommend action
• Ability to work independently and prioritise tasks effectively
• Should be well versed with use of generative AI tools like Gemini, chatGPT etc.
• Willing to work in shifts