Company Name:-
Uber

Job Location:-
Hyderabad, Telangana

Job Summary:-
Real Time Analysts are a key component of the success of Uber’s Community Operations teams and responsible for assisting our Hyd/VTZ COE’s in achieving SLA and Schedule Adherence goals across multiple LOB’s and sites.

As well as making recommendations on how to improve SLA’s via CSR availability and real-time schedule adjustments.

As a Real Time Analyst, you’ll be the subject matter expert for real-time analysis in monitoring necessary SLA and adherence call outs for all LOB’s in our Hyd/VTZ locations.

What You’ll Do
Manage SLA’s for assigned Hyd/VTZ COE LOB’s, leading creation and maintenance processes for the RTA team when reaching out to key stakeholders 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; 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, Site

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