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COE Team Lead I Full Time
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of re-imagination and reinvention carries on. Weve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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 lets move the world forward, together.
About The Role
The organisation is growing incredibly fast in order to support our communities, and we now have thousands of people engaged in providing world-class support. We need to make sure that we provide best-in-class support to our customers.
To support that vision, we are looking for an all-star Team Leader to help us run the operations, and help to provide a better quality of customer support to our community. He / She will manage a team of Specialists and help drive/organize projects to improve customer satisfaction.
The Team Leader is methodical, but creative thinker and has a love for continuous improvement initiatives that require a person to lead, innovate, influence, and think both strategically and tactically. The Team Leader must thrive in the type of environment that is fast-paced, constantly changing and growing.
What the Candidate Will Do –
Lead and develop a team of 10-15 Community Operations Specialists (COS), responsible for their overall performance
Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis
Basic Qualifications –
Graduation is a must, At least one year of experience in handling team.
What the Candidate Will Do –
Experience of handling a IRT team or any customer service
1 Minimum Years of Experience with People Management, Process Management, Analytics, Stakeholder Management, Customer Support, Project Management
