About the Role
The CommOps Manager manages a team of 5 people leaders and helps them be successful by ensuring behavioral based coaching and feedback mechanisms, with a focus on customer experience and satisfaction, the Team Lead will need to ensure good attendance, performance management, attrition management and high employee satisfaction.
What you'll do:
- Lead, motivate, and develop high-performing Customer Support Representatives (CSRs) teams within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).
- Stay present and available for your team's 5 to 7 people leaders; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback.
- Instruct CSRs and cultivate performance to serve our rider and driver communities.
- Audit your team's performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development.
- Guide enforcement of policies, including attendance, provide Senior Leadership with daily snapshots of the team's performance; and escalate issues to Senior Leadership as necessary.
- Act as a contact with Program Management. Identify trending issues and guide CSRs to do the same in their daily work.
- Daily floor walking to keep eyes on the day-to-day operation.
- Daily control Checks (Check metrics, absenteeism, HC)
- Admin tasks: periodic controls and assistance to direct reports on things like:
- Expense reports
- People management related processes, such as Payroll, Sick leaves and Absenteeism
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Basic Qualifications
- Exceptional written and verbal communication skills
- Results orientation skills
- Motivational skills
- Leadership, administrative and coaching skills
- Optimistic leadership
- English level C1 or above
- At least 3 year of management experience in customer support industries
- Schedule flexibility for a 24/7 environment
- Strong background in leading high-performance agents and people leaders.
Preferred Qualifications
- Project management experience
- Masters degree.
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 let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.