Workforce Management Scheduling Specialist III

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.

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Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.