Workforce Management Specialist III

About the Role

As a Workforce Real-Time Analyst II, you will play a pivotal role in ensuring efficient real-time performance of the Operations account. Your responsibilities will include data analysis, proactively managing the queue to meet service level targets, and serving as a key communicator to relevant stakeholders. You will also stay updated on policies and procedures, provide insights on challenges, and conduct training for Team Leaders and new hires. Additionally, you will be responsible for maintaining SLAs for the WFM JIRA channel and creating effective reporting mechanisms for key stakeholders.

What the Candidate Will Need / Bonus Points

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

Key Responsibilities:

Real-Time Performance Analysis: Process and update data for real-time performance analysis, including call volume, TPH/AHT, and service level metrics. Utilize these quantifiable figures to make critical recommendations for addressing account performance issues.

Queue Management: Monitor the queue for the Operations account, ensuring it meets service level targets. Proactively respond with action plans, regularly communicating with Team Leaders and Operations Management.

Communication and Escalation: Act as the central point of communication for account performance, cascading vital information to key decision-makers. Escalate relevant information on account performance to management and maintain proper documentation of major incidents.

Policy Awareness: Stay updated on new policies and procedures affecting day-to-day operations for specific accounts. Provide insights on key challenges in achieving service levels and devise effective responses to address them.

Training: Conduct occasional training sessions for Team Leaders to equip them with the necessary skills for real-time queue management. Conduct training for new hires and as required for Operations.

SLA and Reporting: Maintain SLAs for the WFM JIRA channel and ensure timely and accurate completion of all requests. Schedule and enter activity requests into IEX, such as meetings, 1:1s, training, All Hands, etc. Team up with the WFM Manager to create effective interval, daily, weekly, and monthly reporting mechanisms for key stakeholders regarding the current state of their respective LOBs.

Issue Escalation and Solutions: Escalate issues to Senior Leadership when necessary. Provide proactive solutions to the WFM team and key stakeholders on how to improve SLA and adherence across LOBs.

Process Development: Develop processes and best practices for operations management and RTAs to manage intraday staffing effectively.

Collaboration: Collaborate closely with different teams such as Team Leaders, Managers, Siteops, and Training to ensure strong integration and seamless workflow.

Additional Duties: Perform other duties as defined and assigned within the scope of WFM.

Willingness: To work on weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment - depending on the shift proposed.

---- Basic Qualifications ----

If you are passionate about real-time workforce management, data analysis, and driving operational excellence, we encourage you to apply for this exciting opportunity. As a Workforce Real-Time Analyst, you will be at the forefront of optimizing account performance and ensuring timely decision-making. Join us on this journey of improving service levels and enhancing overall performance for our Community Operations.

---- Preferred Qualifications ----

1+ years of WFM experience with 1+ years of experience managing a similar role.

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Proven experience in workforce real-time management or a related role

Strong analytical skills to process and interpret real-time performance data.

Effective communication skills to relay information to various stakeholders and key decision-makers.

Ability to proactively respond to dynamic account activities and make informed recommendations.

Familiarity with policies and procedures relevant to workforce management.

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 fuelds progress. What moves us, moves the world - let’s move it 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 accommodations@uber.com.