What You'll Do
- Manage SLA's for assigned COE LOB's, leading creation and maintenance processes for the RTA team when reaching out to key stakeholders on 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; identify opportunities for additional training & development
- Manage 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 stakeholders on current state of their respective LOB's. Escalate issues to Senior Leadership as necessary
- Provide proactive solutions to WFM team as well as key stakeholders on how to improve SLA and adherence across LOB's.
- Develop processes and best practices for operations management and RTA's to manage 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.
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Shift Details:
- Location: Hybrid-based role, requirement of 50% of your time in the Phoenix Office and 50% remotely.
Key responsibilities:
- Work on Excel/ Google Sheets to send Intraday, daily, weekly and monthly reports
- Oversee all Real-Time and Intra-Day activities to ensure operational goals are met
- Monitoring Link Outage / System Downtime and liaison with IT/ Product teams
- Monitor absenteeism levels and work with teams on shrinkage management initiatives and activities
- Provide weekly/ monthly reporting of employee/ Team's performance and scorecards
- Work with operational reporting team to develop and enhance other required reports
- Build SOPs to define MIS solutions / processes across projects.
Expectations:
- Work with stakeholders in building & maintaining dashboards, automate repeated processes, identify trends from the data and suggest actionable insights
- Be strong team collaborator and willing to work with new stakeholders, remote teams and across time zones
- Create impactful presentations to share insights and drive recommendations
- Flexible to stretch beyond the regular shift hours (when needed) and deliver on tight deadlines, motivated to continuously learn, upskill and help team members
- Complete the Vertabelo SQL training and clear other SQL assignments
---- 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 NICE.
- 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
---- Preferred Qualifications ----
- Familiarity with SQL and JIRA
- Understanding of reporting and ACD systems
- Advanced knowledge of SQL, Excel and Google suit
- Ability to develop automations and knows how to integrate with different platforms/systems (i.e., APIs through Python, Javascript, R and etc.)
- Ability to create and maintain dashboards with insightful visualisation.
- Ability to provide statistical analysis (forecasting analysis is a plus)
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$23.25 per hour.
You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action 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.