About The Role

At Uber, providing excellent support that establishes trust for riders and partner drivers is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We're looking for a Team Leader to develop and lead our efforts supported & mentored by the Community Operations Manager.

This will be a managerial role in the Centre Of Excellence with a heavy focus on people management, data analytics, and continuous process improvement, so those interested should be excited to demonstrate those skills and be eager to lead.

The Team Leader is a methodical but creative thinker, has to love large multi--partner initiatives that require to innovate, lead, 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. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.

What You'll Do

• Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
• Support your teams on handling sensitive and priority cases
• Stay present and available for your team (~10-20 representatives); this includes covering the floor, answering questions, hosting weekly individual meetings, and providing real-time feedback
• Drive continuous process improvement within your LOB and the Centre of Excellence to deliver a consistent world-class experience.
• Coach on an individual level and drive performance to serve our rider and driver communities
• Audit your team's performance with weekly audits and coach towards progressive improvements; identify opportunities for additional training & development
• Manage enforcement of policies, including attendance; create and distribute reports to COE management, provide Leadership with daily snapshots of team's performance; escalate issues to Leadership as necessary
• Act as a Subject Matter Expert (SME). Identify trending issues head-on and guide teams to do the same in their daily work
• Interface and strong sense of integration with different areas such as quality, content and training
• Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment.
• Synergy with other Team Leads in order to improve results and teams
  
  

What You'll Need:

Basic Qualifications

• Management experience is essential
• Fast paced and large scale customer service environment experience. 1+ years. Previous people management experience desired.
• Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
• Motivational skills - your team depends on you to inspire them to reach their full potential
• Leading by example - maintain a positive, can-do attitude and encourage others to do the same
• Comfortable delivering feedback - you'll need to tune into CSRs' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
• Exceptional written and verbal communication skills
• Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver partners in a positive way
• Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
• Excellent writing and verbal communication skills
• The ability to work and communicate cross-functionally
  
  

---- Preferred Qualifications ----

Fast paced and large scale customer service environment experience. 1+ years. Previous people management experience desired