We're looking for a Workforce Analyst to develop and lead various scheduling, headcount projections and staffing efforts within our Center of Excellence (COE). Uber COEs are contact management centers with hundreds of employees dedicated to providing world-class customer support to riders and drivers.
Uber relies on the COEs to provide support for our community's toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes. Accurately projecting Customer Service Representative (CSRs) staffing needs to meet response time targets is a critical enabler to delivering an extraordinary support experience. The Workforce Analyst is focused on turning data into value-driving business insights that will facilitate our ability to scale and optimize our global support network.