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Global WFM Process Manager Case Study

The Workforce Management Process team works to empower Ubers WFM organization with the best tools and processes needed to help achieve Ubers mission of providing world-class customer support. The WFM Process team is part of the Global Community Operations organization which provides premier customer support to Uber customers all over the world.

Uber Centers of Excellence are contact management centers with hundreds of employees dedicated to providing world-class customer support to riders and drivers. Uber relies on the Centers of Excellence 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. Greenlight Hubs are our in-person support centers where thousands of drivers across the globe come to receive in-person support from our Experts.

The Global WFM Process Manager for Centers of Excellence and Greenlight Hubs will build and scale processes within the world of WFM to help us get our internal support centers to a phase of operational excellence for WFM.

Part 1 - Staffing Model

In this section, use the information to build a staffing model. The model should be dynamic, so that inputs and assumptions can be updated and reflected in the staffing recommendations. You may need to make additional assumptions or add other inputs to the model, which is fine, just call them out in your model. Please use Microsoft Excel or GoogleSheets.

You are responsible with building out a new editing workflow to be housed at a BPO site supporting back office work. You have the following information about the work required. You will be able to begin onboarding edit operators at the beginning of Q3 and the work must be completed by the end of Q4. Build a staffing model which accomplishes these goals with the smallest total operator headcount.

Inputs

750,000 Data Edits

Each Data Edit has 3 discrete tasks:

• Task 1 - Average Tasks per Hour (TPH) = 60
  • Task 1 needs to be repeated by 3 different operators for verification purposes
• Task 2 - Avg TPH = 25
• Task 3 - Avg TPH = 10

Additionally, a Quality Audit (QA) step will happen on 2% of all Data Edits

• QA Task - Avg TPH = 5

Assumptions

Operators work 40 hours per week, with 35 total productive hours after meetings, trainings, lunch, etc.

An operator needs 2 weeks of training time during which they operate at 10% efficiency.

You can onboard a maximum of 15 operators per week.

Need answer ASAP