Workforce Management Real Time Analyst II

About The Role

Real Time Analysts (RTAs) are critical to the success of Uber's Community Operations (COE) teams. This role plays a pivotal part in ensuring service level (SLA) achievement and schedule adherence performance across multiple Lines of Business (LOBs) and sites within the US & Canada COE.

As a Real Time Analyst II, you will serve as the subject matter expert (SME) for real-time workforce management across our PHX and CHI locations. You will lead intraday performance monitoring, provide actionable insights, and proactively recommend staffing and schedule adjustments to protect customer experience and operational efficiency. This role requires strong analytical thinking, operational judgment, and the ability to communicate effectively across multiple stakeholder groups.

Real-Time Performance Leadership

What the Candidate Will Do

• Serve as the SME for SLA and adherence performance across all US & Canada COE LOBs.
• Lead real-time monitoring of intraday performance, identifying risks and implementing mitigation strategies.
• Provide clear, timely communications to key stakeholders on the current state of performance across LOBs.
• Escalate performance risks and operational concerns to senior leadership when appropriate.
  
  

Operational Excellence & Reporting:

• Create, maintain, and enhance reporting mechanisms (interval, daily, weekly, and monthly) to provide actionable business insights.
• Audit RTA attendance and performance through structured weekly/monthly reviews; partner with the WFM Manager to drive accountability and improvement.
• Identify training and development opportunities to elevate team performance.
• Develop and document best practices and standardized processes for intraday staffing management.
  
  

Workforce & Systems Management:

• Manage JIRA requests related to attendance and event tracking, ensuring compliance with attendance policies and timely resolution.
• Maintain and update schedules within NICE, including meetings, 1:1s, trainings, and other activities.
• Recommend real-time schedule adjustments to optimize CSR availability and improve SLA performance.
  
  

Stakeholder Collaboration

• Act as a visible and available point of contact for the RTA team.
• Partner closely with Team Leads, Managers, Site Operations, Training, and other cross-functional partners to ensure alignment.
• Provide proactive, data-driven recommendations to improve SLA attainment and adherence performance.
  
  

Additional Responsibilities

• Support additional duties within the scope of the WFM RTA function as assigned.
  
  

Basic Qualifications

• 6 months experience in contact center environment (or similar)
• Basic data analysis and processing skills using spreadsheets with formulas
• Communication, foresight/planning, stakeholder management, analytical, comfort with ambiguity, curiosity
  
  

Preferred Qualifications

• Minimum of 1 year of Workforce Management experience, preferably in a Real-Time Analyst capacity. Candidates with less direct experience may be considered if other qualifications are met.
• Experience with Workforce Management systems (NICE strongly preferred).
• Proficiency in Google Workspace, particularly Google Sheets.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions quickly.
• Excellent written and verbal communication skills with the ability to influence stakeholders at multiple levels.
• Ability to work weekends, early mornings, late nights, and occasional holidays, depending on the assigned shift.
• Demonstrated leadership mindset, leading by example with a positive, solutions-oriented approach.
• Working knowledge of SQL.
• Experience using JIRA for workflow or ticket management.
• Strong understanding of data analysis and real-time performance reporting.
• Experience building dashboards or automated reporting solutions.
• Experience using NICE IEX.
  
  

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.90 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.