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Workforce RTA Team Lead

Community Operations
in Manila, Philippines

About the Role

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Workforce RTA Team Lead (you!) to provide lead the Capacity Planning, Scheduling, Real Time Management teams located in the COE, supporting the Community Operations network across the US&C, APAC and EMEA. Your decisions as a leader while partially based on direction from executive leadership will largely be based on your detailed understanding of call center financials and a clear understanding of business needs. This will be a managerial role where you are asked to balance managing and developing your team with executing the broader WFM strategy.

What You'll Do

  • Lead, motivate, and develop high performing team of Real Time Analysts (RTAs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
    Stay present and available for your team; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback
  • Coach RTAs and drive performance to serve our rider and driver communities
  • Audit your team's performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development
  • Guide enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of team's performance; escalate issues to Senior Leadership as necessary
  • Act as a Subject Matter Expert (SME). Identify trending issues and guide RTAs do the same in their daily work

What You'll Need

  • At least 1 year of supervisory experience with demonstrated ability to manage effectively, set team goals, develop people and stay calm through challenging situations
  • 3 Minimum Years of Experience with Workforce Management
    Contact Center experience preferably in Workforce Management setting.
  • Maintain a positive, can-do attitude and encourage others to do the sameExceptional written and verbal communication skills with ability to clearly communicate and present information to stakeholders at all levels of the business
  • Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis.
    Effective time-management and organizational habits
  • Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule
  • Intermediate MS Excel/Google sheets experience
  • Familiarity in Workforce system preferably Verint

About the Team

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Workforce RTA Team Lead (you!) to provide lead the Capacity Planning, Scheduling, Real Time Management teams located in the COE, supporting the Community Operations network across the US&C, APAC and EMEA. Your decisions as a leader while partially based on direction from executive leadership will largely be based on your detailed understanding of call center financials and a clear understanding of business needs. This will be a managerial role where you are asked to balance managing and developing your team with executing the broader WFM strategy.

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 600 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.