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Workforce Management Real Time Analyst, Mabalacat

Created01/13/2022
Reference110938
CategoryCommunity Operations
CountryPhilippines
CityMabalacat
SalaryCompetitive
About the Role

Real Time Analysts are a key component of the success of Uber's Community Operations teams and responsible for assisting our Manila and Clark COEs in achieving SLA and Schedule Adherence goals across multiple LOBs 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 supervising vital SLA and adherence call outs for all LOBs in our Manila and Clark locations.

What the Candidate Will Need / Bonus Points

\\---- What the Candidate Will Do ----

• Handle SLA's for assigned PH COE LOB's, leading creation and maintenance processes for the RTA team when taking initiative to 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; see opportunities for additional training & development
• Handle 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 partners on current state of their respective LOB's. Escalate issues to Senior Leadership as vital
• Provide proactive solutions to WFM team as well as key collaborators on how to improve SLA and adherence across LOB's.
• Develop processes and best practices for operations management and RTA's to lead 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 with Workforce management tools, preferably Verint.
• 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
• 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 KPIs, and a strong evidence of discipline (healthy leave record, punctual, etc.)
• Positive influencer

\\---- What the Candidate Will Do ----

• 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 with Workforce management tools, preferably Verint.
• 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
• 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 KPIs, and a strong evidence of discipline (healthy leave record, punctual, etc.)
• Positive influencer

At Uber, we ignite opportunity by setting the world in motion. We take on 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 the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

At Uber, we ignite opportunity by setting the world in motion. We take on 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 the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
EmployerUber