Global Real-Time Specialist Senior

About the Position

Uklon is a technology company that developed the eponymous mobile application. Founded in Kyiv in 2010, Uklon started as a ride-hailing platform and has evolved into a multi-service digital ecosystem integrating ride-hailing, Uklon Delivery, Uklon Ads, Uklon Store, and the Uklon Travel bus ticket booking service. As of August 2026, Uklon operates internationally across two countries - Ukraine and Uzbekistan. The service currently covers 31 Ukrainian cities and the Bukovel resort, as well as Tashkent and 5 regional hubs across the Fergana Valley in Uzbekistan.

Let’s drive your career forward!

Join us as a Global Real-Time Specialist Senior.

Hiring Process

Complete only one stage of the interview up to 2 hours. In case you have any questions, feel free to contact our recruiter directly or via email at ue.nolku%40aveyobila.asilxum - we’re here to help!

What Our Offer Includes

• Education and development:

  • Corporate library
  • Long-term training of managers
  • Internal knowledge sharing
  • Subscription to thematic resources
  • Corporate English lessons
  • Annual team budgets for training
  • Referral program

• Work-life balance:

  • Support for maternity and paternity leave
  • Paid sick leave
  • Sport activities
  • Corporate team buildings
  • Presents for holidays
  • Financial support with the loss of a relative

Responsibilities

• Ensuring target line availability: maintaining Contact Center availability (Answer Rate) at no less than 95% and achieving a Service Level (SLA) of 80% across all business units and countries during assigned shifts through dynamic traffic balancing.
• Anomaly management and process optimization: independently managing incidents end-to-end (from identification to removing traffic restrictions) and providing at least 2 well-grounded proposals to improve real-time monitoring (e.g., alert optimization, Tableau dashboard enhancements, or accelerating the mass communication process).
• Ensuring data accuracy and resource control: achieving 100% accuracy in documenting all manual traffic adjustments using the logic “problem ➔ actions taken ➔ impact ➔ conclusions” for the Planning team, as well as ensuring timely escalation of Adherence violations to Team Leads without delay.

Requirements

• Deep understanding of performance metrics - practical knowledge of the relationship between SLA, Answer Rate, Contact Rate, Adherence, Shrinkage, and Occupancy.
• Practical experience with real-time control and omnichannel routing tools (Webex, Kwizbot, CRM) for workload balancing.
• Strong analytical skills - experience in using BI systems (Tableau) and AI tools to quickly identify systemic anomalies.
• Incident management experience - working with ticketing systems (Jira), activating crisis protocols and contingency scenarios.
• Experience in analytical reporting - ability to establish cause-and-effect relationships, from problem identification to actions taken and their impact on metrics.
• High level of ownership and results orientation - willingness to take responsibility for decisions made and follow up on escalated tasks until the situation on the line is fully stabilized.
• High responsiveness and proactivity - ability to anticipate issues and act proactively under time pressure and high operational workload.
• Systematic and critical thinking - ability to validate system data and AI-generated insights to identify the actual root causes of issues.
• Global multitasking skills - ability to efficiently switch between contexts while simultaneously monitoring operations across multiple countries and business units.
• Cross-functional collaboration experience - ability to quickly coordinate actions with related teams without losing the broader business context.

Working Hours

• 8-hour working day, from 9 a.m. to 6 p.m., Monday to Friday.
• Cooperation in accordance with the legislation of Uzbekistan.

How to Apply

Send CV through the form:

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