Service Team Lead II (WSP)

Job description

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