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.