Job Description

Workforce Sr. Manager - APAC Greenlight

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Role

As the Greenlight Hub Workforce Management Sr. Manager, you will create workforce management standards in our Greenlight hub locations across APAC. The Greenlight hubs are a retail like experience for our Uber driver partners where support is done face to face. You will be responsible for forecasting volume, determining capacity needs and creating schedules in our driver support centers. This role will determine long term staffing needs and make headcount recommendations to meet volume and stay within budgets. You will support the local hubs with providing scheduling standards using the Verint scheduling software.

• • Forecast, plan and manage headcount needs across all Greenlight locations in APAC
  • Support local teams (GL Supervisors and Managers) in scheduling 1,000+ Greenlight staff to match forecasted workload
  • Own the design and development of the Greenlight staffing model, WFM system implementation, and work schedule & work type design for a retail-like customer experience (incl. scheduled appointments vs walk-in management)
  • Provide visibility to local & regional teams into how work is being done and how service level expectations are being met
  • Continuously improve staffing processes, and policies to increase efficiency and lower Greenlight operating costs
  • Partner collaboratively with our functional teams (HR, L&D, QA, Content, BPO Network) & drive alignment across our Greenlight network on staffing policies and processes (e.g. training schedules, QA assessments, HR process adherence)
  • Act as the key pivot between central/global WFM team and regional teams. Project managing roll-outs and elevating insights.
  • Up to 50% travel

• 5 Minimum Years of Experience with Workforce Management - Planning & Scheduling in a BPO or Transportation & Logistics industry
• Expertise on at least one (1) Workforce Management Scheduling tools (Verint, NICE, IEX, Bluepumpkin, etc.)
• Knowledge in Reporting tools like PowerBI or Tableau is an advantage
• People management experience in a remote setting is an advantage

The Workforce Management team is committed to building a global network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.

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At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.