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WFM Real Time Analyst

Community Operations
in Mabalacat, 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 Real Time Analyst (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

  • Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, TPH/AHT, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Leaders and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
  • Occasionally conducts training for Team Leaders in order to equip them with the necessary skills for real-time queue management. Conducts training for new hires, or as required for Operations.

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 Real Time Analyst (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.