Sr Team Lead - Workforce Management - Scheduling and Real Time Analyst

About the Role

We are seeking a highly motivated and experienced people manager to join our WFM team and lead the Scheduling and Real-Time Analyst teams. As the Team Lead, you will play a crucial role in leading, motivating, and developing a high-performing team of Schedulers and Real-Time Analysts (RTAs) to meet operational key performance indicators (KPIs) in a time-sensitive and demanding environment. Your focus will be on coaching the Schedulers, and RTAs, providing real-time feedback, and driving performance to ensure excellent service for our rider and driver communities.

What You Will Do

• Team Leadership: Lead, motivate, and develop a high-performing team of Schedulers and Real-Time Analysts. Create a positive and supportive work environment to encourage productivity and growth.
• Floor Coverage and Support: Be present and available for your team, covering the floor when necessary, answering questions, and hosting weekly 1-on-1 meetings to provide guidance and support.
• Performance Management: Coach Schedulers and RTAs and drive performance to achieve operational KPIs and enhance service for our rider and driver communities.
• Performance Audits: Conduct weekly audits of your team's performance, providing guidance for progressive improvements. Identify areas for additional training and development to enhance team capabilities.
• Policy Enforcement: Guide the enforcement of policies, including attendance, to ensure compliance within the team.
• Reporting and Escalation: Create and distribute reports to COE management, providing Senior Leadership with daily snapshots of your team's performance. Escalate any critical issues to Senior Leadership as necessary.
• Subject Matter Expert (SME): Act as a Subject Matter Expert, identifying trending issues and guiding Schedulers and RTAs to do the same in their daily work. Share your expertise to enhance the team's overall performance.

Basic Qualifications

• Experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with Workforce Management)
• At least 1 year of informal leadership or SME experience for internals
• 1 year of people management for externals
• Experience with end-to-end project management and process improvement
• Proficiency in Google Suite
• Experience with stakeholder management
• Communication, punctual, problem-solving, coaching & development, empathy, operational excellence

Preferred Qualifications

• Bachelor's degree in Business, Management, or a related field (or equivalent experience).
• Overall 2+ Years of WFM experience, 2+ years of experience working for a similar role with 1+ years in a supervisory role.
• Proven experience in scheduling, real-time workforce management and leadership, with a track record of meeting KPIs in a demanding environment.
• Strong coaching and mentoring skills to develop and motivate a high-performing team.
• Excellent communication and interpersonal skills to provide real-time feedback and support.
• Analytical mindset with the ability to audit performance and identify areas for improvement.
• Proficiency in using workforce management tools and software.
• Ability to enforce policies and maintain compliance within the team.
• Detail-oriented with strong organizational and time management skills.
• Problem-solving mindset with the ability to address challenges effectively.
• Great stakeholder management.
• Openness to collaborate with stakeholders and direct reports that could be located overseas.
• Project management experience

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$32.80 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.