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Uber – Costa Rica – The Workforce Management Program Manager will work with the Head of WFM – LATAM to focus on operational excellence across our BPO and internal Centers of Excellence network. This is an opportunity to help build WFM process from the ground up, and dig deep into the fascinating and complex field of Uber support. You will be part of the LATAM WFM regional team that covers support from Mexico to Brazil to Colombia and beyond. The Uber Workforce Management organization is a centralized, global team and offers many exciting career paths all around the world. What You’ll Do Develop processes and build infrastructure for workforce management operational excellence Create forecasts and capacity planning for BPO and internal contact centers Review vendor performance and implement a schedule adherence process to ensure efficient staffing Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured Provide analysis and recommendations to improve service…