Workforce Management Capacity Planning Specialist IV
About the Role
About Us:
The COE WFM team is a dynamic and rapidly expanding group that plays a crucial role in supporting all APAC COEs (Centers of Excellence). As a highly visible team, we are committed to driving operational excellence and ensuring seamless customer experiences across our diverse COEs. At the core of our support team are skilled Real-Time Analysts who actively monitor schedule adherence and SLA (Service Level Agreement) compliance. Additionally, we are responsible for creating and maintaining CSR (Customer Service Representative) schedules, as well as overseeing hiring and capacity planning processes
If you are passionate about optimizing resource planning, ensuring operational efficiency, and delivering exceptional customer experiences, we invite you to apply for this exciting role in our WFM team. Join us as we strive to maintain service excellence and support our COE LOBs in achieving their goals.
Job Description:
At Uber, Community Operations is at the forefront of revolutionizing how we handle rider and driver partner support on a global scale.
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)
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What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
Key Responsibilities:
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.
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.
---- Basic Qualifications ----
Requirements:
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.
---- Preferred Qualifications ----
Bonus Points for -
Experience with SQL and JIRA
Understanding of reporting and ACD systems.
Multiple sites and networking capacity planning.
2 Years expierence in WFM Capacity planning
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*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 accommodations@uber.com.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program