About The Role

• As a Workforce Management Specialist IV, you will play a pivotal role in ensuring operational excellence within the Global Delivery team. You will collaborate with global partners, provide actionable insights, and drive process improvements to align with business goals. This position offers an prospect to work on challenging and impactful projects that influence the operational efficiency of Uber's BPO partners
• You realize the vital role that staffing plays in appropriately cultivating positive experiences with our eater, courier, and merchant partners, allowing for positive support experiences every time, all the time
• You are a big thinker and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of the Uber and our community
• You are a resourceful go-getter, always willing to take initiative and address something hands-on, you persevere when others give up
• Optimistic leadership: you are passionate about making magic for our Community

What the Candidate Will Do





• Managing SLAs and response times ensures our customers are having a happy time using Uber.
• Ensure accuracy in WFM data sources (e.g., efficiency dashboards, inflow vs. forecast reports, data quality checks) to enhance data reliability for customer-impacting decisions.
• Act as a subject-matter expert by managing performance monitoring to ensure SLAs are met, and engage in capacity planning that anticipates customer needs.
• Serve as a point of contact, providing weekly insights and updates to keep stakeholders informed on capacity, productivity, and service effectiveness.
• Assist the development and refinement of forecast models, supporting proactive capacity adjustments
• Oversee weekly inputs and discrepancies for BPO capacity calls and maintain an organized approach to data validation on allocation and capacity sheets.
• Structure performance analyses to highlight root causes of SLA misses or productivi

📌 Workforce Management Specialist IV (Gurugram)
🏢 Uber
📍 Gurugram