Wfm Real Time Analyst

**About the Role**:
Real Time Analysts are a key component of the success of Uber's Community Operations teams and responsible for assisting our PH COE's in achieving SLA and Schedule Adherence goals across multiple LOB's and sites.
As well as making recommendations on how to improve SLAs via CSR availability and real-time schedule adjustments.
**What You Will Do**:

- Handle SLA's for assigned PH COE LOB's, leading creation and maintenance processes for the RTA team when working closely with key partners on the 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; find opportunities for additional training & development
- Lead and Audit RTA form entry processes for OT, Callouts, PTO, and downtime form entries
- Maintain SLA's of the 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, training, All Hands, etc.
- Team with WFM Manager to create effective interval, daily, weekly, and monthly reporting mechanisms.
To be delivered to key partners on the current state of their respective LOB's.
Raise issues to Senior Leadership as necessary
- Provide proactive solutions to the WFM team as well as key partners on how to improve SLA and adherence across LOBs.
- Develop processes and standard methodologies for operations management and RTA's to run 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.
**Basic Qualifications**:

- Experience in any Workforce management tools
- Strong performance across all productivity and quality metrics
- Excellent analytical, problem solving, data management, Google Sheet/ Excel skills
- 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
- Good written and verbal communication skill
- A keen understanding of the greater org, bug/outage reporting, and basic technical knowhow
- Ability to derive insights from data and recommend actions
- Positive influencer

**Preferred Qualifications**:

- Experience with Workforce Management tools, preferably Verint.
- Familiarity with SQL and JIRA
- Understanding of reporting and ACD systems
- Advanced knowledge of SQL, Excel, and Google suite
- Ability to develop automation and knows how to integrate with different platforms/systems (i.e., APIs through Python, Javascript, R and etc.)
- Ability to build and maintain dashboards with insightful visualization.
- Ability to provide statistical analysis (forecasting analysis is a plus)