wfm real time AnalystUber

Real Time Analysts are a key component of the success of Uber's Community Operations teams and responsible for assisting our PH COE's in achieving SLA and Schedule Adherence goals across multiple LOB's and sites. As well as making recommendations on how to improve SLAs via CSR availability and real-time schedule adjustments.
As a Real Time Analyst, you'll be the subject matter expert for real-time analysis in monitoring necessary SLA and adherence call-outs for all LOBs in our PH locations.
What You Will Do
Handle SLA's for assigned PH COE LOB's, leading creation and maintenance processes for the RTA team when working closely with key partners on the current state of each LOB.
Create and maintain mechanisms of reporting to audit RTA attendance and performance with weekly/monthly audits and teaming with WFM Manager to drive improvements; find opportunities for additional training & development
Lead and Audit RTA form entry processes for OT, Callouts, PTO, and downtime form entries
Maintain SLA's of the WFM JIRA channel and ensure timely and accurate completion of all requests.
Schedule and enter activity requests into Verint such as meetings, 1:1's, training, All Hands, etc.
Team with WFM Manager to create effective interval, daily, weekly, and monthly reporting mechanisms. To be delivered to key partners on the current state of their respective LOB's. Raise issues to Senior Leadership as necessary
Provide proactive solutions to the WFM team as well as key partners on how to improve SLA and adherence across LOBs.
Develop processes and standard methodologies for operations management and RTA's to run intraday staffing.
Interface a strong sense of integration with different areas such as TL's, Managers, Siteops, and training.
Other duties as defined and assigned within the scope of WFM.
Basic Qualifications
Minimum of 1 year WFM experience preferably in a Real Time environment. Candidates with less experience will be considered if they meet other requirements
Experience in any Workforce management tools
Strong performance across all productivity and quality metrics
Excellent analytical, problem solving, data management, Google Sheet/ Excel skills
Willingness to work weekends, early mornings, late nights, and holidays, in an operational 24/7 environment - depending on the shift proposed
Leading by example - maintain a positive, can-do attitude and encourage others to do the same
Good written and verbal communication skill
A keen understanding of the greater org, bug/outage reporting, and basic technical knowhow
Ability to derive insights from data and recommend actions
Positive influencer
Preferred Qualifications
Experience with Workforce Management tools, preferably Verint.
Familiarity with SQL and JIRA
Understanding of reporting and ACD systems
Advanced knowledge of SQL, Excel, and Google suite
Ability to develop automation and knows how to integrate with different platforms/systems (i.e., APIs through Python, Javascript, R and etc.)
Ability to build and maintain dashboards with insightful visualization.
Ability to provide statistical analysis (forecasting analysis is a plus)
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
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 [Protected Info]
Uber

Taguig City, Metro Manila
Permanent
Full-time