Service Team Lead II (WSP)

Uber•Apply•Published 10 hours ago•First seen 10 hours ago

About the Role

At Uber, providing exceptional customer support that builds trust with riders, drivers, partners, eaters, merchants, and delivery partners is a core part of our product experience. Our Centre of Excellence (COEs) play a critical role in delivering high-quality support while continuously improving operational efficiency and customer experience.

The Workforce Management RTA & Scheduling Team Lead will lead and develop a high-performing team of Real-Time Analysts (RTAs) and Scheduling Analysts, supporting Workforce Management activities across multiple regions, functions, and lines of business.

This role brings together both real-time workforce management and scheduling disciplines, ensuring effective execution across intraday performance management, schedule planning, staffing optimization, workforce governance, and operational support.

As a Team Lead, you will be responsible for coaching and developing the team, monitoring performance, ensuring operational coverage, driving process compliance, and partnering closely with COE Operations and other WFM functions to identify risks and implement scalable solutions. The role requires a strong combination of people leadership, workforce management expertise, analytical thinking, stakeholder management, and continuous process improvement.

What You’ll Do

Team Leadership & Development

Lead, coach, motivate, and develop a high-performing team of Real-Time Analysts and Scheduling Analysts supporting multiple regions and lines of business.
Establish clear performance expectations, provide regular feedback, and conduct structured 1:1s and development conversations.
Conduct regular performance reviews and audits to identify capability gaps, coaching opportunities, and development needs.
Foster a collaborative and supportive team environment focused on accountability, operational excellence, continuous learning, and career development.
Ensure appropriate team coverage and workload distribution across regions, shifts, and functions.

Real-Time Workforce Management

Oversee real-time operational performance and ensure RTAs proactively monitor key workforce and business indicators, including Service Level, Backlog, Attendance, Adherence, Conformance, Occupancy, Shrinkage, Productivity, and Staffing Over/Under.
Guide RTAs in identifying emerging operational risks, escalating critical issues, and recommending appropriate mitigation actions.
Ensure effective real-time queue and staffing management, including resource movements, skill changes, overtime recommendations, and other intraday workforce interventions.
Support the team during business-critical events, outages, volume spikes, and other operational disruptions by ensuring timely workforce actions, reporting, and stakeholder communication.
Drive strong operational governance around attendance, schedule adherence, workforce hygiene, and real-time exception management.

Scheduling & Workforce Planning

Oversee scheduling activities across supported regions and lines of business, ensuring schedules appropriately align with forecasted demand, staffing requirements, service-level commitments, and operational needs.
Review staffing requirements and schedule analysis regularly to identify coverage gaps, staffing surpluses, and opportunities for workforce optimization.
Guide Scheduling Analysts in developing appropriate scheduling recommendations, shift structures, staffing allocations, and schedule adjustments.
Ensure scheduling processes are accurately executed within Workforce Management systems, with a focus on maximizing the capabilities of NICE IEX and reducing unnecessary manual processes.
Partner with Operations and other WFM functions to support training, shift bids, schedule changes, overtime planning, workforce movements, and other business requirements.
Support the development of contingency staffing approaches to improve workforce utilization, coverage, and operational resilience.

Performance Management & Governance

Monitor team performance against established KPIs, SLAs, quality expectations, and operational deliverables.
Establish and maintain strong governance across RTA and Scheduling processes to ensure accuracy, consistency, timeliness, and compliance.
Conduct regular audits of workforce processes and team outputs, identifying trends and implementing corrective or preventive actions where required.
Ensure critical operational risks, staffing gaps, process failures, and recurring issues are appropriately documented and escalated.
Drive accountability within the team while identifying opportunities to simplify processes and improve operational efficiency.

Reporting, Analytics & Insights

Review and interpret workforce data to identify operational trends, risks, and improvement opportunities.
Ensure accurate and timely workforce reporting is provided to COE Operations, WFM Leadership, and relevant stakeholders.
Translate workforce data into actionable recommendations that support staffing, scheduling, productivity, and service-level decisions.
Partner with WFM analytics and reporting teams to continuously improve workforce dashboards, reporting capabilities, and data quality.
Use data and workforce insights to support root-cause analysis and recommend sustainable solutions to recurring operational challenges.

Stakeholder & Cross-Functional Partnership

Serve as a Workforce Management subject matter expert and key point of contact for COE Operations and relevant stakeholders for RTA and Scheduling activities.
Build strong partnerships with Operations Leaders, Program Managers, Capacity Planning, Forecasting, Learning & Development, Analytics, and other cross-functional teams.
Participate in workforce and operational reviews, providing staffing insights, performance updates, risks, and recommendations.
Support implementation of global WFM initiatives and ensure regional teams consistently adopt agreed processes and standards.
Investigate operational issues and work cross-functionally to develop scalable, sustainable solutions.

What You’ll Need

Bachelor’s degree in Business, Management, Operations, Analytics, or a related field, or equivalent practical experience.
3+ years of Workforce Management experience, with hands-on exposure to Real-Time Management, Scheduling, or broader WFM operations.
2+ years of prior experience in a Team Lead, Supervisory, or equivalent people-leadership role is strongly preferred.
Demonstrated understanding of workforce management concepts, including scheduling, staffing, service levels, adherence, shrinkage, occupancy, attendance, forecasting, and real-time performance management.
Experience working with Workforce Management platforms; NICE IEX experience is preferred.
Strong analytical, numerical, problem-solving, and data interpretation skills.
Ability to translate workforce data into clear operational insights and actionable recommendations.
Strong coaching and people-development capabilities, with the ability to build and motivate high-performing teams.
Demonstrated ability to manage competing priorities and make effective decisions in a fast-paced, time-sensitive operational environment.
Strong process-improvement mindset with the ability to identify inefficiencies and develop scalable solutions.
Excellent verbal and written communication skills, with the ability to communicate effectively across different levels of the organization.
Strong stakeholder management and cross-functional collaboration skills.
High attention to detail with strong organizational and time-management capabilities.
Ability to work effectively with globally distributed teams across different regions and time zones.
Flexibility to support business-critical events and operational requirements outside standard working hours when required.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.