About the Role

　　Real Time Analysts are a key component of the success Uber's Community Operations teams and responsible for assisting our COE's in achieving SLA and Schedule Adherence goals across multiple LOB's and sites. As well as making recommendations on how to improve SLA's 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 LOB's in our CR and BR locations.

　　What You'll Do?

　　* Manage SLA's for assigned COE LOB's, leading creation and maintenance processes for the RTA team when reaching out to key stakeholders on 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; identify opportunities for additional training & development

　　* Manage and Audit RTA form entry processes for OT, Callouts, PTO, and downtime form entries

　　* Maintain SLA's of 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, trainings, All Hands, etc.

　　* Team with WFM Manager to create effective interval, daily, weekly, and monthly reporting mechanisms. To be delivered to key stakeholders on current state of their respective LOB's. Escalate issues to Senior Leadership as necessary

　　* Provide proactive solutions to WFM team as well as key stakeholders on how to improve SLA and adherence across LOB's.

　　* Develop processes and best practices for operations management and RTA's to manage 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 scope of WFM.

　　What You'll Need?

　　Minimum of 6 months WFM experience preferably in a Real Time environment. Candidates with less experience will be considered if they meet other requirementsExperience with Workforce management tools, preferably Verint.Advanced English levelExcellent analytical, problem solving, data management, Google Sheet/ Excel skills

　　Bonus points

　　Intermediate - advance Portuguese levelFamiliarity with SQL and JIRAUnderstanding of reporting and ACD systems

　　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.

　　*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 [email protected].