Job Description

About the Role

About Us:

The COE WFM team is a dynamic and rapidly expanding group that plays a crucial role in supporting all APAC COEs (Centers of Excellence). As a highly visible team, we are committed to driving operational excellence and ensuring seamless customer experiences across our diverse COEs. At the core of our support team are skilled Real-Time Analysts who actively monitor schedule adherence and SLA (Service Level Agreement) compliance. Additionally, we are responsible for creating and maintaining CSR (Customer Service Representative) schedules, as well as overseeing hiring and capacity planning processes




If you are passionate about optimizing resource planning, ensuring operational efficiency, and delivering exceptional customer experiences, we invite you to apply for this exciting role in our WFM team. Join us as we strive to maintain service excellence and support our COE LOBs in achieving their goals.

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At Uber, Community Operations is at the forefront of revolutionizing how we handle rider and driver partner support on a global scale.




We are looking for a highly skilled and proactive Capacity Planning Specialist to join our Workforce Management (WFM) team. As the Capacity Planning Specialist, you will play a crucial role in developing short-term and long-term strategic capacity plans that align with forecasted volume, shrinkage, and staffing requirements for our Center of Excellence (COE)

What the Candidate Will Need / Bonus Points

- What the Candidate Will Do -

Key Responsibilities:

Collaborate with LOB leaders, program teams, site operations, recruiting, finance, and training to formulate effective resource planning strategies.




Proactively offer transformational advice, key insights, and solutions to address staffing and volume concerns.




Stay updated on all upcoming LOB forecasting changes and initiatives to ensure the maintenance of proper capacity for successful SLA achievement.




Generate timely hiring plans based on accurate workload forecasts.




Analyze and identify areas for improvement in shrinkage, utilization, and handle times, and present findings to key stakeholders.




Hold regular HC planning meetings with stakeholders to stay informed about upcoming team movements, attrition, and hiring needs.




Work closely with the WFM strategy and forecasting team to plan for upcoming volume changes and strategies.




Continuously validate the capacity model using seasonality and COE behavioral trends.




Collaborate with the WFM scheduling team to ensure appropriate staffing coverage for operational hours and arrival patterns.
- Basic Qualifications -

Requirements:

Bachelor's degree in Business, Management, or a related field (or equivalent experience).




Proven experience in capacity planning, preferably in a contact center or customer service environment




2+ Years of WFM experience with 1+ years of experience working for a similar role.




Excellent analytical skills with the ability to interpret complex data and provide actionable insights.




Strong proficiency in using workforce management tools like IEX and techniques.




Exceptional communication and interpersonal skills to collaborate effectively with diverse stakeholders.




Proactive problem-solving abilities, with a focus on finding innovative solutions.




Familiarity with SLA and performance metrics in a contact center setting.




Detail-oriented and organized, capable of managing multiple tasks and priorities.




Adaptability and the ability to thrive in a dynamic and fast-paced work environment.
- Preferred Qualifications -

Bonus Points for -

Experience with SQL and JIRA




Understanding of reporting and ACD systems.




Multiple sites and networking capacity planning.




2 Years expierence in WFM Capacity planning