About the Role
The WFM Scheduling Specialist III is a senior-level subject matter expert responsible for the end-to-end design, execution, and optimization of global scheduling strategies. This role requires advanced proficiency in WFM systems (e.g., NICE IEX), deep analytical skills, and the ability to partner directly with Operations leadership to balance business objectives (SLA compliance, occupancy, cost) with employee well-being.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
Complex Schedule Generation: Design, build, and publish optimized schedules for multi-site, global operations spanning internal Centers of Excellence (COEs) and external Business Process Outsourcers (BPOs).
Shift Strategy: Lead shift alignment transitions (e.g., transitioning from 18/7 to 24/7 coverage models) based on changing arrival patterns, volume forecasts, and business requirements.
Interval Optimization: Proactively identify interval-level coverage gaps and execute strategies such as shift slides, break optimization, and cross-skill deployment to protect Service Level Agreements (SLAs).
Shrinkage Management: Gate and manage offline activities (PTO, training, coaching, nesting) against allowable shrinkage parameters to prevent artificial capacity constraints.
Business Continuity Planning (BCP): Serve as the strategic lead during outages or extreme weather events, executing rapid schedule adjustments, voluntary overtime (VOT) rollouts, and queue reprioritization to stabilize operations.
---- Basic Qualifications ----
Experience: 3+ years of hands-on Workforce Management experience, with a heavy emphasis on capacity planning and schedule generation for global contact centers.
Technical Proficiency: Advanced knowledge of WFM enterprise software (NICE IEX highly preferred), ticketing systems (Jira), and advanced spreadsheet functionalities.
Analytical Mindset: Strong ability to interpret data from a strict numerical standpoint to substantiate business decisions.
Communication: Exceptional written and verbal communication skills, with the proven ability to present complex WFM concepts to non-WFM leaders confidently.
---- Preferred Qualifications ----
Experience: 3+ years of hands-on Workforce Management experience, with a heavy emphasis on capacity planning and schedule generation for global contact centers.
Technical Proficiency: Advanced knowledge of WFM enterprise software (NICE IEX highly preferred), ticketing systems (Jira), and advanced spreadsheet functionalities.
Analytical Mindset: Strong ability to interpret data from a strict numerical standpoint to substantiate business decisions.
Communication: Exceptional written and verbal communication skills, with the proven ability to present complex WFM concepts to non-WFM leaders confidently.
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.