Real Time Analyst (cod.:41961) Atendimento - Full Time São Paulo (São Paulo) | 2 vaga(s)Cadastre seu currículo
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At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
What You’ll Do / What You’ll Need / Bonus Points / About the Team
PURPOSE OF POSITION
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.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
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
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
Other duties as assigned by management
Ensure all UBER policies and procedures are adhered to, including but not limited to: Security, HR, Operations,
etc, and any known infractions of any of these corporate policies and procedures are communicated to the
proper UBER Management immediately
90 days in current position (internal applicants)
6 months of Call Center Operations or Workforce experience a must
Must have solid customer service skills
Must have solid verbal and written communications skills
Must have flexibility to work during any hours of operation
Must have proficiency in: ability to use E-mail, extended e-mail functions, word processing and advanced
spreadsheets in Excel format