GCC RTA Manager - Hyderabad / Secunderabad
- Uber
- 2 - 7 years
- Hyderabad
- 3 years ago
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Job Description
GCC RTA Manager (L3)About the RoleAt Uber, providing amazing support that establishes trust 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. The Global Network Team is committed to building an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.The Workforce Management RTA Manager will be part of the Global Command Center team to focus on operational excellence across our network for both internal sites and BPO partners. You will be responsible for designing tactical strategies to ensure operational KPIs are achieved on day to day, weekly monthly levels.
This position will work closely with the WFM teams from both our internal centers and our BPO partners to determine realtime challenges strategies to be implemented.You will use strong critical thinking and decision making skills to ensure that service level and productivity metrics are achieved. You will effectively execute contingency plans in the face of unexpected workflow changes or contact arrival patterns, and sharing out Workforce Management system data with integrity and accuracy.This is an opportunity to help build WFM process from the ground up, and dig deep into the fascinating and complex field of Uber support.What Youll Do
Define and execute the real time strategy across all Uber operations CoEs BPOs. Empower and continue building a team of high-performing real time experts Identify, collect, track and improve key performance metrics to manage and improve Ubers operational performance Engage cross-functionally to provide data-based recommendations around performance KPIs. Build, implement, and manage workforce contingency plans, including a disaster recovery plan. Leverage Regional WFMs SRPs to create historical workforce key metrics, activities, performance, contact volumes and patterns to accurately project contact volumes and forecast plans Collaborate with operational excellence analyst to identify opportunities to improve overall accuracy and productivity through automation and process improvement
Assists in developing action plans to address data trends that are seen as a result of workforce planning. Provide analysis and recommendations to improve staffing levels and efficiency. Maintain and analyze records of actual contact and staffing volumes compared to forecast. 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. Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed. Must be able to work specific shifts and have ability to work across various time zones and regions.
What Youll Need
Superpumped. 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 informedAdditional Experience and Requirements:Bachelors degree.Experience in working with Google Sheets/ExcelExperience with Workforce Management software, Verint preferred4 years of workforce real-time management and/or forecasting experience with 1 year of experience in supervising a team.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: Internet, EcommerceFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: UberLocation(s): Hyderabad
Keyskills: BPO Data analysis Automation Operational excellence Staffing Process improvement Analytical Disaster recovery Workflow RTA
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