workforce Management real time analystUber

Real-Time Analysts are a key component of the success of Uber's Community Operations teams and are responsible for assisting our Manila Center of Excellence in achieving Service Level Agreement and Schedule Adherence goals across multiple Lines of Business. RTAs make recommendations to improve SLAs by ensuring Community Specialists' availability and providing real-time schedule adjustments.
As a Real-Time Analyst, you'll be the subject matter expert for real-time analysis in monitoring essential SLA and adherence call outs for all LOBs in our Manila and Clark locations.
What You'll Do
Manage SLA's for assigned Manila COE LOB's, lead the creation and maintenance processes for the RTA team when contacting key partners on the current state of each LOB.
Establish 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
Handle and Audit RTA form entry processes for OT, Callouts, PTO, and downtime form entries
Maintain SLA's of the WFM ticketing channel and ensure timely and accurate completion of all requests.
Schedule and enter activity requests into WFM tools such as meetings, 1:1's, training sessions, All Hands, etc.
Build effective interval, daily, weekly, and monthly reporting mechanisms delivered to key partners to provide up to date snapshots of their team's performance. Raise up issues to Senior Leadership as necessary
Provide proactive solutions to the WFM team as well as key contributors on how to improve SLA adherence across LOBs.
Develop processes and standard methodologies for operations management and RTA's to lead intraday staffing.
Interface a strong sense of integration with different areas such as TL's, Managers, Site Ops, and training.
What You'll Need
Minimum of 1 year WFM experience preferably in a Real-Time environment. Candidates with less experience will be considered if they meet other requirements
Willingness to work weekends, early mornings, late nights, and holidays, in an operational 24/7 environment - depending on the shift proposed
A positive influencer and a leader. Maintains a positive, can-do attitude and encourages others to do the same
Exceptional written and verbal communication skill
A keen understanding of the greater org, bug/outage reporting, and basic technical knowhow
Excellent analytical, problem solving, data management, Google Sheet/ Excel skills
Ability to derive insights from data and recommend actions
Strong performance across all productivity and quality metrics; and exhibits strong work ethics (healthy leave record, punctual, etc.)
Bonus Points
Familiarity with SQL and JIRA
Understanding of reporting and ACD systems
Advanced knowledge of SQL, Excel, and Google suite
Experience with Workforce Management tools, preferably Verint.
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 a statistical analysis (forecasting analysis is a plus)
About the Team
The COE WFM team is a fast-paced, highly visible, and growing group that supports COE site(s). In this support team are a group of Real-Time Analysts that monitor schedule adherence and SLA's. We also create and maintain CSR schedules, as well as hiring and capacity planning.
About Uber
At Uber, we ignite opportunity by setting the world in motion. We seek big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
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 curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber is proud to be an Equal Opportunity/Affirmative Action 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.
Uber

Taguig City, Metro Manila
Permanent
Full-time