Workforce Real Time Analyst

About the Role

Responsible for intra-day management of service level, site efficiency/occupancy, and agents to ensure adherence to schedule and compliance with established parameters during real-time situations. This will require constant communication with Supervisors, Operations Managers, and Support Center personnel.

What You Will 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/VTO to assist with managing intra-day 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/functions 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 experience in Workforce Management Roles - Candidates with less experience will be considered if they meet other requirements.
• Intermediate to Advanced Excel / Google Sheets Skills.
• Experience with Workforce Management tools, preferably NICE IEX, Jira, Genesys, PureCloud.
• English Proficiency.
• Solid customer service skills & verbal and written communication skills.
• Must have flexibility to work during any hours of operations.

Preferred Qualifications

• Experience with Reporting Tools or BI Platforms like Power BI, Tableau, Looker, or Google Data Studio.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.

Client-provided location(s): Santa Ana, Costa Rica

Job ID: Uber-148221

Employment Type: FULL_TIME

Posted: 2025-09-24T00:29:27