Real Time Workforce Analyst

About the Role Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we're looking for a Real Time Workforce Analyst (you!) to ensure productivity, schedule adherence and compliance of our Community Support Representatives at our Center of Excellence (COE) site in Phoenix (201 E. Washington St.). Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes. What You'll Do Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited Communicate with operations management for prompt resolution of issues identified in duties above Partnering with operations in recruitment of overtime or voluntary time off to assist with managing intraday staffing levels Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of non-productive modes and/or agent population shrink) Reporting as required internal leadership (i.e. performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required) Information exchange with stakeholders and all their vendors in a virtual call center environment Thrive as a team player in a fast-paced, high-energy, change-oriented environment Basic Qualifications Minimum 2+ years of Call Center Operations or Workforce Management experience Proficient in use of Google suite of applications (i.e. Sheets, Gmail, Docs, etc.) Ability to work night/overnight and/or weekend shift schedule Preferred Qualifications Strong verbal and written communication skills Intraday Management Workforce Management Reports Analysis 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.