Uber Workforce Management Capacity Planning Specialist IV 

United States, West Virginia 

844557988

About the Role

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).

Your Impact in Role:

• 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.
• Maintain seat maps and optimize seat utilization across all LOBs, providing proactive recommendations when necessary.
• 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.

The Experience You'll Bring:

• 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.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .