Short Range Planning Manager - Hyderabad
- Uber
- 1 - 4 years
- Hyderabad
- 3 years ago
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Job Description
What Youll Do
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Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliersUsing historical and current data along with available business intelligence, forecast interval and daily pattern distributions for contacts volume and AHT
- Generate accurate short-range (1-30 days) projectionsDefine short term staffing projections based on customer requirements, historical and future trends
- Provide analysis and recommendations to improve staffing levels and efficiency
- Maintain and analyze records of actual contact and staffing volumes compared to forecast
- Understand reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- Utilize workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing utilization opportunities and take appropriate action necessary to delivering a comprehensive plan for meeting service performance objectives
- Use Verint to run staffing scenarios, create intra-day plans, update arrival patterns, which factor in all workload and staffing inputs handled within the respective group while taking into account schedule limitations and input from business partners
- Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed
- Support multiple modalities from internal app support to phone to chat and social mediaInvestigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams
- Must be able to work specific shifts and have ability to work across various time zones and regions
What Youll NeedSuperpumped
- You are passionate about Uber and our mission, passionate about solutions, and love getting into the weeds on any and all issues
- Data-driven and analytical
- We run our business on facts and data
- You are intellectually inquisitive and are capable and down to dive both a mile deep and wide when needed
- Understanding queue theory is a plus Naturally curious
- You love learning how things work and youre always looking for ways to innovate
- You have the ability to self-serve, get the data and tell the story
- Action-oriented
- You have a strong bias for action, and can effectively balance the tension between swift execution, high quality work product, and long-term strategic thinking Hustle
- You are scrappy and have the ability to meet goals with limited time and resources
- Excellent Communicator
- You can distill complicated information into easy, understandable summaries to help keep our stakeholders in the loop and informed
Additional Experience and Requirements:
- Bachelors degree
- Experience in working with Google Sheets/ExcelExperience with Workforce Management software, Verint preferred3 years of workforce management or forecasting experience
- Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
- Strong English language skillsSelf-starter attitude is a must
Job Classification
Industry: InternetFunctional Area: Customer Success, Service & Operations, Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: UberLocation(s): Hyderabad
Keyskills: BPO Data analysis Operational excellence Staffing Analytical Social media Scheduling Customer service Business intelligence Capacity planning
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